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Video: How Amazon Connect Leverages AI in the Contact Center

Learn more about AI and improving the contact center experience at the next SpeechTEK conference.

Read the complete transcript of this clip:

Pasquale DeMaio: Amazon Connect and artificial intelligence are like two great tastes that taste great together. It's a really peanut butter and chocolate-type of situation where we see all the advances we're making and the industry is making in natural language technologies. And they plug directly into the contact center, whether it's analyzing call recordings, whether it's interacting directly with a customer, whether it's helping your agents be better, giving them that information. And then in the future, it's just growing faster and faster. We're going to see more and more uses of artificial intelligence in terms of being able to route more efficiently to the right agent, being able to give agents contextual help, and then things that I know I haven't even imagined yet. You guys will be thinking them up and because you guys are empowered to take control of your solution, you won't have to wait to ask me permission or get help. You'll be able to go out and drive that yourselves and think of things that no one here has even thought of yet.

The last thing I'd like to do is give you guys a little bit of a quick demo here, and hopefully it'll work. I know we're underground quite a ways, but my cell phone has a bar, so I'll give it a shot. But I thought it'd be kinda fun just to dial in and show you guys Lex in action, with Amazon Connect. I'm dialing a phone number now.

Contact Center Rep: Hi there. Welcome to the Amazon Connect demo. You can use this to hear the details for a scheduled ride or to speak to an agent. What would you like to do?

Pasquale DeMaio: Check my scheduled ride.

Contact Center Rep: What is your trip ID?

Pasquale DeMaio: 4515.

Contact Center Rep: Your pickup is scheduled for Thursday, April 12th at 6:15 pm at … Terry Avenue, Seattle, Washington for 1 passengers. I'm sending you an SMS reminder. Would you like to speak with someone about this reservation?

Pasquale DeMaio: Yes.

Contact Center Rep: Okay, let me find an agent for you. One moment please.

In this demo, there are no real agents. At this point, you would've been connected to an agent and data about your call would be shared with them. So they would have the context about your reason for calling to better serve you. For example, we could've shared with the agent that the number you called from is … and that you were calling about trip ID 4515 or that, based on the confirmation number you entered, you had a ride scheduled for Thursday, April 12th at 6:15 pm. Or even that you requested an agent after you heard your ride information. Thank you for trying this demo. Goodbye.

Pasquale DeMaio: So, you can see that I was even able to remove the agent process and explain the demo, and honestly, didn't even really need me for the demo. Again, coming back to it, you guys can probably imagine how this could change the way you're thinking about your customer service, the way you're collecting data, and the way you're passing the data onto the agent. Get rid of that experience where the first thing the person asks you is, "Hey, what can I help you with? I now need your name, your ID." Why not have all that stuff passed automatically? Why not bring that in there, have that agent have a great experience, have that customer have a great experience. Everyone's so much happier and your customers are empowered to move forward quickly and really value your business.

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