During the AWS re:invent 2020, Amazon Web Services announced that Amazon Connect is now even smarter and integrated with third-party tools. A new feature set with machine learning technology from AWS has been introduced.
Amazon Connect is AWS's offering for customer service via the Contact Center. Basically, the new features announced can be summarized like this:
- ConnectWisdom: provides contact center agents with real-time information;
- Connect Customer Profiles: provides agents with a unified profile of each customer;
- Real-Time Contact Lens: offers a new option for contact center managers to use during a call;
- ConnectTasks: automates, tracks and manages tasks for contact center agents;
- Connect Voice ID: offers real-time call authentication using voice analytics with machine learning technology
Check out all the details below!
Connect Wisdom
O Connect Wisdom provides contact center agents with information to resolve issues in real time. To serve customers with the best experience possible, agents need a wide range of information about products and services in real time.
Unfortunately, this information resides in various databases and silos within the company or third-party software.
As a result, agents spend a lot of time trying to access the information they need to help customers. Wisdom ingests and organizes the knowledge content agents need (e.g. FAQs, help articles, PDFs) from in-house developed databases and third-party knowledge repositories, 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 knowledge repositories.
Amazon Connect Customer
Amazon Connect Customer gives agents a unified profile of each customer to provide a more personalized service.
Content about customer activities and experiences, such as information about products and services, is often distributed across various databases and user interfaces in in-house developed applications and third-party services.
In some cases, agents have to switch between up to ten different apps to find customer information such as contact details, purchase history, and ticket status.
By having more relevant customer information and a more holistic picture — all in one place, customer service agents can provide more thoughtful guidance and service to end users. The service verifies and matches customer records across multiple applications for unique identifiers such as phone numbers or account IDs when a customer calls.
Contact Lens for Amazon Connect
Contact Lens for Amazon Connect offers a new feature for contact center managers to impact customer interactions during a call.
The “real-time contact lens” gives managers the ability to know when customer interactions are going wrong, giving them the ability to intervene before hurting the brand.
Amazon Connect Tasks
Amazon Connect Tasks automates, tracks, and manages tasks for contact center agents, improving agent productivity by up to 30%.
Agents often rely on memory or handwritten notes to keep track of these tasks and follow-up items, which reduces productivity and creates a risk of errors and omissions.
Amazon Connect Tasks helps companies improve agent efficiency, automate repetitive work, and reduce costs.
Amazon Connect VoiceID
Amazon Connect Voice ID provides real-time call authentication using machine learning-based voice analytics.
Contact centers had to use knowledge-based authentication processes. Callers had to answer several questions based on personal data like social security number, date of birth and mother's maiden name, which is time consuming and open to fraud.
Voice ID provides real-time caller authentication without interrupting the natural conversation. With Voice ID, callers have the option to authenticate themselves using voice, giving them an additional layer of security against fraud and avoiding the hassle of having to answer multiple questions to verify their identity.
Why are these news important?
Historically, call center solutions have been difficult to scale and expensive, but mostly missing out on the two most transformative technological advances of the last 15 years: cloud and machine learning.
A call center solution must be easy to scale, cost-effective and with features that put relevant product and customer information in front of agents in real time. The ability to allow agents to be more productive with off-call tasks allows them to initiate calls much faster. And using machine learning behind the scenes can affect calls in real time before there is any damage to the brand.
It's no surprise that Amazon Connect is one of the fastest growing services in AWS history. And what's also interesting is that during the pandemic, over 5.000 new Connect contact centers have started using the service to start call centers remotely, to help them deal with the fact that customer service agents are now remote.
This isn't a turnkey SaaS solution yet, but it looks formidable as a build-to-build PaaS solution that requires developers to create a final product. Stay tuned. I predict AWS will either latch onto this or turn it into a complete SaaS solution where all businesses need to do is “bring their own users”.
AWS re:invent 2020 special coverage
→ Click on the links below to see the series of articles with the news announced in AWS re:invent 2020!
- AWS re:invent 2020: All About the Amazon Web Services Conference!
- AWS re:invent 2020: View Amazon QuickSight Details!
- AWS re:invent 2020: What's New in Machine Learning!
- AWS re:invent 2020: See what's new in computing!
- AWS re:invent 2020: What's New in Databases, Containers and Storage!
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