This AWS re:Invent 2023 session explores how Contact Center Intelligence (CCI) solutions can revolutionize customer service using generative AI. Presenters Arvind Sundararaman, Vivek Singh, and Harry Sabnani discuss real-time transcription, conversational analytics, and agent assistance capabilities. They demonstrate how CCI integrates with existing contact center systems to boost agent productivity, improve customer experience, and generate valuable insights. The session includes a case study from Wolters Kluwer, showcasing their implementation of AWS CCI solutions. Attendees learn about key features like real-time sentiment analysis, automated call summarization, and PII redaction. The presenters also announce a new speech foundation model for Amazon Transcribe, expanding language coverage and improving accuracy.