Amazon Connect Wisdom
Amazon Connect Wisdom, a feature of Amazon Connect, delivers agents the information they need, reducing the time spent searching for answers. Today, knowledge articles, wikis, and FAQs are spread across separate repositories. Agents lose a lot of time trying to navigate all those different sources of information, and in the meantime, the customer waits for an answer. Amazon Connect Wisdom connects relevant knowledge repositories with built-in connectors for third party applications like Salesforce and ServiceNow, as well as internal wikis, FAQ stores, and file shares. With Wisdom, agents can search across connected repositories to find answers and quickly resolve customer issues. In addition, Wisdom uses real-time speech analytics and natural language processing (NLP) from Contact Lens for Amazon Connect to detect customer issues during calls, and then provide agents recommendations and answers. Wisdom provides faster issue resolution and improved customer satisfaction.
Deliver real-time recommendations
Wisdom uses real-time call transcripts from Contact Lens for Amazon Connect to automatically detect customer issues during calls and to recommend relevant content stored across connected knowledge repositories. Agents can also manually search for information to solve customer requests.
Ingest your data with built-in connectors
Embed agent assistance anywhere
Agents can access Wisdom directly within the Amazon Connect agent workspace or you can embed Wisdom into your own agent desktop.
Customers
Traeger Grills has been the outdoor cooking choice of food enthusiasts.
“As we have grown our customer base and diversified our product offerings, one of our biggest challenges has been organizing relevant information for our agents in real time, so when we heard about Amazon Connect Wisdom, we were ecstatic. Integrating Amazon Connect Wisdom into our contact center has enabled our agents to focus on delivering premiere customer experiences instead of spending time navigating complex systems to identify customer issues. So far, agents using Amazon Connect Wisdom have seen an increase in customer satisfaction and first contact resolution of roughly 15%. They have also decreased their call handle times by roughly 15%. Amazon Connect Wisdom will be a cornerstone of our efforts to continue optimizing our customer service by equipping our agents with the information they need to resolve customer issues as quickly as possible.”
Bryan Carey, Head of Operations and Analytics - Traeger Grills
Blog posts and articles
New for Amazon Connect: Voice ID, Wisdom, and Outbound Communications
Sébastien Stormacq, 9/27/2021
FAQs
Q: How can I learn more about Amazon Connect?
To learn more about Amazon Connect, click here.
Q: How much does Amazon Connect Wisdom cost?
To review the pricing information for Amazon Connect Wisdom please visit: https://aws.amazon.com/connect/pricing/.
Q: Do I need to have Contact Lens for Amazon Connect for real-time recommendations?
Yes. Contact Lens for Amazon Connect is required to use Amazon Connect Wisdom real-time recommendations.
Q: Do I need Contact Lens to use Wisdom’s search capabilities in my agent workspace?
No. Contact Lens is not required to use Wisdom's search capabilities. You can use Wisdom search from the Amazon Connect agent workspace or embed it in your own agent workspace.
Regions Available: US West (Oregon), US East (N. Virginia), Europe (London), Europe (Frankfurt), Asia Pacific (Tokyo), and Asia Pacific (Sydney).
Get started building with Amazon Connect Wisdom in the AWS Management Console.