AWS Announces Five New Capabilities for Amazon Connect, All Powered by Machine Learning Technology
Real-Time Contact Lens for
Best Western,
Contact center agents are on the frontline of customer service, but legacy contact center solutions fail to help them deliver truly excellent customer experiences. Today’s solutions are expensive, hard to set up, and don’t scale well. Companies often have to invest in complex, proprietary hardware and software systems that take months or years to deploy, require specialized skills to configure, and can’t scale up and down as call volumes fluctuate. Even when organizations manage to set up legacy on-premises or homegrown systems, they often require complex coding to make basic changes, so they quickly become outdated and are hard to maintain. These are challenges and opportunities that
The five new
- Agent assistance (available in preview):
Amazon Connect Wisdom gives agents the information they need to solve issues in real time. In order to serve customers with the best possible experience, agents need a wide range of product and service information at their fingertips. Unfortunately, this information is often scattered in various databases and silos inside of the company or within third-party software. As a result, agents lose a lot of time trying to access the information they need to help customers in the moment. Wisdom ingests and organizes knowledge content that agents need (e.g. FAQs, help articles, PDFs, etc.) from both homegrown databases and third-party knowledge repositories, with pre-built connectors to Salesforce and ServiceNow. Wisdom uses Natural Language Processing (NLP) to detect customer issues during the call and subsequently recommends relevant content stored in the knowledge repositories. For example, Wisdom can detect when a customer says “arrived broken.” After hearing that prompt, Wisdom will automatically display instructions within theAmazon Connect agent application for exchanging an item, including specific answers and links to relevant content. Additionally, agents can use machine learning-powered search to get an answer to a question or phrase as a customer is speaking. For example, an agent could type “how long after an item is purchased can it be exchanged,” and Wisdom will search all of the data stores and return a precise answer with links that allow the agent to dive deeper. Wisdom empowers agents with the right information, at the right time, so that they can more quickly and effectively resolve customer issues. - Customer profiles (available today):
Amazon Connect Customer Profiles ensures agents have a more unified profile of each customer so they can provide more personalized service during a call. Content about customer activity and experiences, like product and service information, is often spread across various databases and user interfaces in homegrown applications and third-party services. In some cases, agents need to toggle between as many as 10 different applications to find customer information like contact details, purchase history, and ticket status. By having more of a customer’s relevant information—as well as a more holistic picture of their status—in one place, customer service agents can provide more thoughtful guidance and service to end-users. When a customer calls, Customer Profiles scans and matches the customer records across multiple applications for unique identifiers like phone numbers or account IDs. Customer Profiles combines contact history information fromAmazon Connect (e.g. number of holds, transcripts, customer sentiment, etc.) with customer information from Customer Relationship Management (CRM), e-commerce, and order management applications into a unified customer profile that is displayed in theAmazon Connect agent application at the moment a call or chat starts. For example, a customer service agent at a hotel who receives a call from a customer complaining about a bad night’s stay would also be able to see that the same customer asked the hotel to provide a quote for their company’s three-day executive offsite, and this broader perspective might change how the agent approaches the call (e.g. they might offer the customer an executive suite for their upcoming stay). AWS customers can connect to other homegrown applications usingAmazon Connect’s Software Development Kit (SDK) and Application Programming Interfaces (APIs). AWS customers can also use pre-built connectors to third-party applications like Marketo, Salesforce, ServiceNow, and Zendesk directly from theAmazon Connect console. - Real-time analytics (available today): Real-Time Contact Lens for
Amazon Connect provides a new capability to impact customer interactions during a call. Contact Lens forAmazon Connect (announced last year at re:Invent) helps customers analyze contacts by providing a call transcript that shows what the agent and caller said, performing sentiment analysis with a positive or negative score, and detecting key words, phrases, or other analysis criteria like silence or people talking over one another. Since Contact Lens’ launch, AWS customers have enjoyed the ability to easily analyze completed calls, but they also want the ability to impact customer interactions during live calls to prevent negative experiences. Real-Time Contact Lens makes it easy for contact center managers to do exactly this. Contact center managers can create rules to flag customer issues using keywords (e.g. “not happy," "poor product quality," "cancel," etc.) or sentiment analysis (e.g. negative sentiment, voices being raised, etc.). Managers receive real-time alerts when their specified conditions are met so they can provide guidance or have the agent transfer the call. When a call is transferred, the agent can pass the real-time transcript with conversational details like sentiment to the next agent or manager, so a customer doesn’t need to repeat themselves when the manager gets up to speed. Real-Time Contact Lens gives managers the ability to know when customer interactions are going poorly, and it gives them the ability to impact the call before harm is done to the brand. - Task automation and management (available today):
Amazon Connect Tasks automates, tracks, and manages tasks for contact center agents, improving agent productivity by up to 30%. Today, nearly half of an agent’s time is spent on follow-up service tasks in external applications like CRMs and their own business-specific solutions. For example, a contact center agent for an insurance company who is following up on a new claim needs to collect customer documents over email, create a case ticket in a claims-processing application, schedule an appointment with an adjuster, and notify the customer of status updates on the claim. Agents often rely on memory or hand-written notes to keep track of these tasks and follow-up items, which not only reduces productivity, but also creates a risk that customer-impacting tasks are missed entirely.Amazon Connect Tasks helps companies improve agent efficiency, automate repetitive work, and lower costs. Tasks provides companies with pre-built connectors to CRM applications (e.g. Salesforce and Zendesk) and APIs to integrate with homegrown applications. With Tasks, managers can assign and prioritize tasks to agents based on agent availability and skill set, and the tasks are displayed to agents in the sameAmazon Connect interface that they use to view their call and chat interactions. When assigned a task, agents see a notification along with the description of the task and links to any applications that the agents might need to complete the task. Agents can also create tasks on their own to track their own follow-up work (e.g. updating a customer profile). Managers can also create workflows to automate tasks that don’t require agent interaction (e.g. notifying a customer that their claim has been processed), so that agents can spend more time interacting with customers. - Caller authentication (available in preview):
Amazon Connect Voice ID provides real-time caller authentication using machine learning-powered voice analysis. Prior to today, contact centers had to use knowledge-based authentication processes, where callers had to answer multiple questions based on personal details like social security number, date of birth, and mother’s maiden name, which is time-consuming and can be exploited for fraud. Voice ID provides real-time caller authentication without disrupting natural conversation. With Voice ID, callers are given the option to authenticate themselves by using their voice, offering them an additional layer of security against fraud and saving them from the hassle of having to answer multiple questions to verify their identity. When a caller opts in, Voice ID analyzes the caller’s speech attributes (e.g. rhythm, pitch, or tone) during the first few seconds of the call, and then creates a digital voiceprint for the caller. When the caller calls in again, Voice ID compares the caller’s voiceprint to the claimed identity and authenticates a caller based on a Voice ID confidence score. This all happens in the first few seconds of a call, when an agent gets on the call and asks the caller to state their identity and reason for calling. If the caller doesn’t meet the confidence score threshold set by the organization, an agent can verify their identity through additional screening like knowledge-based or transfer the call to a fraud specialist. With real-time caller authentication,Amazon Connect Voice ID makes contact centers more secure, provides a better customer experience, and improves the productivity of agents.
“Amazon Connect is one of the fastest growing services in the history of AWS, and has clearly struck a chord with customers,” said
Perspecta brings a diverse set of capabilities to our
AnswerConnect is a virtual receptionist answering service, providing businesses with cost-effective customer support and callers with a real voice in every call. “Amazon Connect provides our virtual receptionists, businesses, and their customers with reliable support, 24/7. And now that extends beyond just answering calls. Our virtual receptionists spend up to two hours per day outside of telephone interactions on other contact center work, including everything from responding to open tickets to filling out forms. Typically, this would require interacting with multiple vendors and applications to do something as simple as sending an email,” said Abilash Amarasekaran,
Fujitsu is an innovative, global information technology and services provider that helps organizations across multiple industries thrive in the modern digital world by driving new value from cutting-edge digital technologies. “At Fujitsu, our IT services exist to keep our customers’ businesses running, and
Accolade is a personalized health and benefits solution that serves employers across the country. “Amazon Connect has been a critical driver behind the modernization efforts to improve our customer experience. By using
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