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News : Amazon Connect Introduces Generative AI Capabilities

#contactcenterworld, @amazon

Las Vegas, NV, USA, Nov 28, 2023 - At AWS re:Invent, Amazon Web Services, Inc. (AWS), an, Inc. company (NASDAQ: AMZN), announced new generative AI capabilities in Amazon Connect, AWS’s cloud contact center that enables organizations of all sizes to deliver better customer experiences. Powered by large language models (LLMs) and other foundation models (FMs) available through Amazon Bedrock, the latest Amazon Connect enhancements include new generative AI capabilities that expand on the service’s existing machine learning (ML) features to transform how companies provide customer service. 

Contact centers are a critical customer service channel for organizations to provide support and build relationships with their customers. With the advent of generative AI, contact center leaders have an unprecedented opportunity to redefine how they create and measure their customers’ experiences. However, taking advantage of LLMs and other FMs is a difficult endeavor requiring technical expertise that is in short supply and high demand. Even when utilizing existing models, industry-specific data must be used to fine-tune models that generate responses tailored to an organization’s business. Integrating these models into new customer experience applications that work with an organization’s existing suite of contact center tools requires further industry-specific expertise. Amazon Connect removes the challenges of building and deploying models in contact centers by allowing non-technical business leaders to set up a cloud contact center with generative AI capabilities within minutes.

"The contact center industry is poised to be fundamentally transformed by generative AI, offering customer service agents, contact center supervisors, and contact center administrators new ways to deliver personalized customer experiences even more effectively. Yet few organizations have the advanced machine learning expertise to easily harness this technology and apply it to their operations," said Pasquale DeMaio, vice president, Amazon Connect, AWS Applications. "With just a few clicks, contact center leaders can leverage new capabilities powered by generative AI in Amazon Connect to enhance the more than 15 million customer interactions handled on Amazon Connect every day. With these new capabilities, contact centers can consistently deliver improved customer support at scale."

In addition to these new generative AI enhancements, Amazon Connect has extended omnichannel capabilities to include out-of-the-box support for two-way SMS messaging, as well as in-app and web voice calling with support for video. These new omnichannel communications—as well as the generative AI enhancements to Amazon Lex, Amazon Q in Connect, and Amazon Connect Customer profiles—are generally available. New generative AI capabilities in Amazon Connect Contact Lens are available in preview.

Choice Hotels is a global lodging franchisor with a network of hotels. "Today, our team spends significant time to understand customer data relationships and create data mappings. Data objects such as hotel booking or loyalty can be very complex with multi-level nesting," said Michael Bennett, distinguished engineer at Choice Hotels. "Using the Amazon Connect generative AI data mapping feature will reduce the onboarding time and provide guidance on which data columns to use for the unique identification of a profile. With it, we will onboard future specialized data sources much quicker and enrich our Guest 360 profiles with the data to power our real-time personalization initiatives."

NatWest Group is a relationship bank for a digital world, serving people, families, and businesses in communities throughout the UK and Ireland. "For our customers to feel supported through financial decisions at every stage of their lives, they need timely responses and a consistent experience regardless of which agent they speak with," said Angela Byrne, chief operating officer, Retail Banking at NatWest. "Yet providing accurate details on our vast array of products and services across all of our brands often requires that our agents spend time searching across our knowledge management sources while customers wait for an answer. NatWest Group believes generative AI presents a great opportunity for our business, especially within the contact center. We expect that Amazon Q in Connect will ensure both our new and experienced agents are prompted in real time with accurate information to provide a consistently high-quality customer experience."

NeuraFlash is a consulting and independent software vendor partner of AWS, focused on helping customers transform their businesses with AI-powered experiences. "Our customers who are looking to get more business value from their customer conversations find that long call recordings and transcripts can be cumbersome to listen through for the quality assurance team, supervisors, the next agent to work with the customer, and others across the organization," said Patrick Beyries, head of Product and Innovation at NeuraFlash. "Amazon Connect Contact Lens’ new automatic contact summarizations will allow our customers to more effectively understand and share what happened in a customer conversation and, just as importantly, what to do next to drive customer success and business results."

Traeger Grills is a provider of smokers, grills, and barbeque products. "As we have grown our customer base and diversified our product offerings, one of our biggest challenges has been in providing our agents and supervisors with the right information at the right time to increase customer satisfaction," said Corey Savory, vice president, Customer Experience and Service at Traeger Grills. "Amazon Connect’s new generative AI features have shown great promise in testing at our contact center. In the future, we envision these features will enable our agents and supervisors to focus on delivering premier customer experiences. We anticipate Amazon Q in Connect will improve agent efficiency by 20% by providing agents with generated responses and actions that are specific to customer needs. By concisely summarizing important information from customer conversations using Amazon Connect Contact Lens in a structured, easy-to-read format, supervisors will no longer need to invest valuable time in listening to entire call recordings or reading detailed transcripts."

USAN provides cloud-based contact center technology and services to customers around the world. "Improving agent, supervisor, and contact center administrator support is top-of-mind for our customers today to deliver better end-customer outcomes," said Steve Herlocher, senior vice president of Product at USAN. "Amazon Connect’s new, built-in generative AI capabilities will help our customers efficiently create unified customer profiles through better data mapping, improve contact center supervisor efficiency with post-contact summarization in Contact Lens, and onboard agents faster with suggested responses and actions. Best of all, our customers can start using these generative AI-powered capabilities immediately in Amazon Connect, without the need to build and deploy large language models."

#contactcenterworld, @amazon

Posted by Veronica Silva Cusi, news correspondent

About Amazon:
Company Inc (AMZN) is a leading global Internet company and one of the most trafficked Internet retail destinations worldwide. Amazon directly sells, or acts as a platform for the sale of, a very broad range of products, including books, music, videos, consumer electronics, clothing and household products. The majority of Amazon 19s sales are products sold by Amazon, with the remaining amount from third-party sellers. Through year-end 2006, Amazon had approximately 64 million active customers worldwide. In 2006, 55% of Amazon 19s revenue was generated in North America and 45% was generated by its International segment. Within North America, Media was 61% of total sales, Electronics & General Merchandise (EGM) was 34% of the total, and Other revenue was 4%. Within its International segment, Media was 72% of sales and EGM was 28% of sales. Amazon has direct operations in the United States, Canada, France, Germany, Japan, and the United Kingdom. Amazon was founded in 1994 and is headquartered in Seattle, Washington.
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Today's Tip of the Day - Information Gathering Saves Your Company …

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Published: Thursday, November 30, 2023

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2024 Buyers Guide Help Desk Software


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

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