AWS Contact Center Intelligence

Add intelligence to your existing contact center solution to improve service and reduce cost

Great customer experiences, powered by AWS AI services

Providing a great customer experience boosts repurchase odds and long-term loyalty, while poor customer service experiences increase costs and lead to customer defection. 

AWS Contact Center Intelligence (CCI) solutions can quickly and easily add intelligence to your existing contact center solution to improve service and reduce cost. Learn more by connecting with one of the AWS Partners listed below or diving deeper into the underlying services that power AWS CCI.

Benefits

Increase customer satisfaction

Amazon Lex and Polly powers chatbots and together with Amazon Kendra, creates a dynamic FAQ bot, enabling customers to self-serve anytime from anywhere without talking to a live agent. Amazon Kendra automatically derives the best answer and sourced by enterprises knowledge systems, continually improving the bot for future customer queries. Enabling customers to find accurate answers quickly boosts customer loyalty and retention.

Simplify quality management

Amazon Transcribe is used for automatic speech recognition (ASR) to create a high-quality transcript for Amazon Comprehend to apply natural language processing (NLP) to the transcript and analyze the interaction. This enables you to derive deeper quality management insights, generating actionable insights such as product and service feedback loops, or the best performing interactions such as those ending with a positive sentiment score.

Boost employee satisfaction and reduce operational costs

Amazon Comprehend analyzes call interactions in real time, detecting the sentiment of the caller, and identifying key words and phrases in the conversation using NLP. Live call transcription and NLP analysis are used by Amazon Kendra to help make suggestions to help agents quickly resolve customer issues. Bots allow agents to focus on more complex customer inquiries such as those requiring empathy. Improving agents’ day to day experience drives down attrition rates and hiring and training costs.

How it works

How Contact Center Intelligence works

Choose the right solution for your needs

AWS CCI solutions cover three key areas of the contact center workflow: Self-service, Real-time analytics & agent assist, and post-call analytics. Each solution is created using a specific combination of AWS AI services and available through select AWS Partner Network (APN) partners.

Self-service accelerator

Self-service

AWS CCI Self Service solution enables companies to build powerful virtual agents, chatbots, and AI-driven Interactive Voice Response (IVR) systems. This solution helps customers find answers faster and complete transactions without the assistance of a live agent 24/7/365.

Underlying AI services: Amazon Lex, Amazon Polly, and Amazon Kendra

Real-time accelerator

AWS CCI real-time call analytics & agent assist

AWS CCI Real-time Call Analytics & Agent Assist solution provides AI-powered conversation analytics in-real time, allowing agents and supervisors to better understand and respond to customer needs quickly. This solution helps to increase agent effectiveness and improve the customer experience by quickly finding relevant and actionable information from knowledge bases.

Underlying AI services: Amazon Transcribe, Amazon Comprehend, Amazon Translate, and Amazon Kendra

Post-call accelerator

Post-call analytics

AWS CCI Post-Call Analytics solution provides insights from recorded conversations that help agents and supervisors better understand customer needs, identify call drivers, and detect emerging trends. This additional information helps agents to resolve customer issues faster, supervisors to identify agent coaching opportunities, and boost overall operational efficiency.

Underlying AI services: Amazon Transcribe Call Analytics, Amazon Transcribe, and Amazon Comprehend

Contact an AWS CCI Partner to learn more and get started

These AWS Partners have made it easier to add intelligence to your existing contact center solution. Learn more about how they can help your business benefit from AWS Contact Center Intelligence solutions by visiting the AWS CCI Partner page.

AWS Contact Center Intelligence partner solutions

Learn more about the underlying services

AWS offers several flexible approaches you can use to implement a machine learning-based contact center intelligence solution to automatically add intelligence to your existing contact center. If you want to build a solution on your own, explore the underlying services of AWS CCI, including Amazon Comprehend, Amazon Kendra, Amazon Lex, Amazon Polly, Amazon Transcribe, and Amazon Translate. Combined together or used separately, these services can provide a powerful way to improve customer experience and agent productivity.

Be sure to check out our new Amazon Transcribe Call Analytics offering that uniquely provides conversation insights through a single API.

Amazon Comprehend

Amazon Comprehend is a natural language processing (NLP) service that uses machine learning to find insights and relationships in text. The service identifies the language of the text, extracts key phrases, places, people, or brands, understands the sentiment in text, and automatically organizes a collection of text files by topic. You can train Amazon Comprehend to analyze customer calls to automatically extract conversation insights such as call sentiment, call drivers, and emerging trends.

Learn more about Amazon Comprehend »

Amazon Kendra

Amazon Kendra is an intelligent search service powered by machine learning. Using Amazon Kendra, you can stop searching through troves of unstructured data and deliver the right answers to your customers through self-service chatbots, virtual agents, or IVR systems. Similarly, Amazon Kendra better understands what your customers are asking and can provide more relevant answers that assist your agents to resolve issues faster and boost customer satisfaction.

Learn more about Amazon Kendra »

Amazon Lex

Amazon Lex is a service for building conversational interfaces into any application using voice and text. Amazon Lex provides the advanced deep learning functionalities of automatic speech recognition (ASR) for converting speech to text, and natural language understanding (NLU) to recognize the intent of the text, to enable you to build applications with highly engaging user experiences and lifelike conversational interactions. With Amazon Lex, the same deep learning technologies that power Amazon Alexa are now available to any developer, enabling you to quickly and easily build sophisticated, natural language, conversational bots (“chatbots”).

Learn more about Amazon Lex »

Amazon Polly

Amazon Polly is a service that uses advanced deep learning technologies to turn text into lifelike speech. With Amazon Polly, you can engage customers with natural sounding voices for your virtual contact center agents, interactive voice response (IVR) systems, and chatbots. With dozens of lifelike voices across a broad set of languages, you can build a self-service customer experience that works in many different countries.

Learn more about Amazon Polly »

Amazon Transcribe Call Analytics (NEW!)

Amazon Transcribe Call Analytics is an ML-powered API for extracting conversation insights to improve customer experience and agent productivity. With Transcribe Call Analytics, you can analyze customer conversations to get turn-by-turn transcripts and actionable insights that can be added into your call applications. The API combines powerful speech-to-text and natural language processing (NLP) models that are trained specifically to understand customer service and sales calls. With Transcribe Call Analytics, you can get valuable intelligence such as customer and agent sentiment, call drivers, and conversation characteristics such as non-talk time, interruptions, loudness, and talk speed.

Learn more about Amazon Transcribe Call Analytics »

Amazon Transcribe

Amazon Transcribe is a fully managed automatic speech recognition (ASR) service that converts speech to text quickly and accurately. With Amazon Transcribe, you can quickly transcribe all of your pre-recorded or real-time customer service and sales calls. Once the call is captured, you can further analyze it with Amazon Comprehend.

Learn more about Amazon Transcribe »

Amazon Translate

Amazon Translate is a neural machine translation service that delivers fast, high-quality, and affordable language translation you can customize. With Amazon Translate, you can enable cross-lingual communications between your agents and customers by adding real-time translation to your contact center applications.

Learn more about Amazon Translate »

Customers

Maximus

With AWS CCI and AWS Partner SuccessKPI, Maximus analyzes 7 million minutes of calls to automate quality review and agent compliance.

Watch the video testimonial »

Magellan Health

Magellan Health uses AWS CCI and Amazon Kendra to assist agents and reduce average call times by 9-15 seconds.

Watch the video testimonial »

Vanguard

Vanguard uses AWS CCI Self-service solution to improve call routing accuracy and improve the odds of first call resolution.

Resources

Modernize your contact center with AWS Contact Center Intelligence

Watch the video »

Customization, automation and scalability in customer service: Integrating Genesys Cloud and AWS Contact Center Intelligence

Read the blog post »

Talkdesk and AWS: What AI and speech-to-text mean for the future of contact centers and a better customer experience

Read the blog post »

Best practices in customer service automation

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Increase contact center productivity and customer satisfaction through AI and ML

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Banking on bots - The role of automated AI in financial services

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