Amazon Q in Connect assists agents with
real-time responses and recommended actions to help improve
customer satisfaction and address customer needs faster
Amazon Connect Contact Lens adds AI-generated
summaries of customer conversations for customer interactions,
helping managers evaluate and optimize agent performance
Amazon Lex in Amazon Connect now utilizes
generative AI to make it easier to build effective and engaging
self-service experiences for customers
Amazon Connect Customer Profiles now uses
generative AI to aggregate customer data from popular SaaS
applications, reducing the time and effort needed to provide
personalized customer experiences
Choice Hotels, NatWest Group, NeuraFlash,
Traeger Grills, and USAN among customers and partners using Amazon
Connect’s generative AI capabilities to improve customer
experiences and contact center workforce productivity
At AWS re:Invent, Amazon Web Services, Inc. (AWS), an
Amazon.com, Inc. company (NASDAQ: AMZN), today announced new
generative AI capabilities in Amazon Connect, AWS’s cloud contact
center that enables organizations of all sizes to deliver better
customer experiences at lower cost. 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. Amazon Q in Connect—a generative AI-enhanced
evolution of Amazon Connect Wisdom—provides agents with recommended
responses and actions based on real-time customer questions, for
faster and more accurate customer support. Amazon Connect Contact
Lens—an Amazon Connect feature that provides real-time contact
center analytics and quality management—now helps identify the
essential parts of call-center conversations with AI generated
summaries that detect sentiment, trends, and policy compliance.
Also powered by generative AI, Amazon Lex in Amazon Connect today
enables contact center administrators to create new chatbots and
interactive voice response (IVR) systems in hours by using
natural-language prompts, and improve existing systems by
generating responses to commonly asked questions. Lastly, Amazon
Connect Customer Profiles—an Amazon Connect feature that enables
agents to deliver faster, more personalized customer service—now
creates unified customer profiles from disparate
software-as-a-service applications and databases. To get started
with Amazon Connect, visit aws.amazon.com/connect/.
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 new generative AI capabilities
of Amazon Connect include:
- Amazon Q in Connect: generative AI to assist agents with
recommended responses and actions for faster customer support.
Agents play a critical role in helping organizations build customer
trust and loyalty by guiding customers through complex decisions,
helping customers understand policies and terms, suggesting new
products and services, providing fast and accurate solutions when
issues arise, and capturing a record of every customer interaction.
Amazon Q, a new type of generative AI-powered assistant that can be
tailored for any business, provides new agent assistance for the
contact center. Amazon Q in Connect helps understand customer
intents and uses relevant sources of information to deliver
accurate responses and actions for the agent to communicate and
resolve unique customer needs, all in real time. For example,
Amazon Q in Connect can detect that a customer is contacting a
rental car company to change their reservation, generate a response
for the agent to quickly communicate how the company’s change-fee
policies apply to this customer, and guide the agent through the
steps they need to update the reservation. By empowering agents to
address customer needs across a broad range of topics without
assistance from supervisors, Amazon Q in Connect increases customer
satisfaction and helps build loyal customer relationships, while
reducing agent training, resolution times, and costs.
- Amazon Connect Contact Lens: post-contact summarization for
increased productivity. To help improve customer interactions
and ensure details are available for future reference, contact
center supervisors rely on the notes that agents manually create
after every customer interaction. To further contextualize those
notes, supervisors must listen to large volumes of customer
conversations, or read through complete conversation transcripts,
since failure to correctly capture and act upon information from
the conversation can lower contact center quality and erode
customer trust. Amazon Connect Contact Lens now generates concise
customer contact summaries after each interaction to provide
supervisors with those context-rich details. Moments after a
customer interaction, Amazon Connect Contact Lens identifies
important details of the customer conversation—such as the
customer’s issue, the actions taken by the agent, and the next
steps required to close the loop with the customer—and generates a
short summary. Supervisors can then use these summaries to inform
efforts to improve contact center quality. For example, supervisors
can use summaries to track commitments made to customers and ensure
prompt completion of follow-up actions. When investigating a
customer issue, supervisors can review an auto-generated summary of
previous interactions without having to listen to the call
recording or read the transcript. By saving time with concise
summaries of customer calls, supervisors can more effectively
monitor performance for all customer interactions and scale quality
management.
- Amazon Lex in Amazon Connect: generative AI to simplify bot
building and create improved self-service experiences. The
creation of personalized, self-service chatbots and IVR systems
requires contact center administrators to account for every aspect
of a conversation—including customer intents, responses, and
interaction flows. When these systems are unable to address
uncommon responses or inquiries from customers, it often requires
escalation to a contact center agent and creates customer
frustration. Amazon Connect now makes it easier to build more
effective and personalized self-service experiences provided by
chatbots and IVRs. From the Amazon Lex administrator console,
contact center administrators can create robust chatbots and IVRs
by simply describing in natural language what they want the
self-service system to accomplish. For example, a contact center
administrator could type, “Build a bot to handle hotel reservations
using customer name and contact information, travel dates, room
type, and payment details.” Using this prompt, Amazon Lex will
generate sample utterances and create a chatbot or IVR, reducing
the time and complexity of building self-service systems. In
addition, contact center administrators can now deploy more
effective self-service systems that eliminate the need to
anticipate all possible questions and answers. When customers reply
to chatbots or IVRs with less common responses, Amazon Connect
leverages models to correctly interpret the customer’s response.
For example, if a customer says they want to reserve a hotel room
for “Saturday and Sunday,” the self-service system correctly
interprets the response as “two nights.” Contact center
administrators can also create question-and-answer chatbots and
IVRs directly using Amazon Lex, which will generate responses for
common customer questions by searching through an organization’s
existing knowledge base and summarizing the most relevant details.
These self-service chatbot and IVR systems can be instantly
deployed into any website.
- Amazon Connect Customer Profiles: automatic creation of
unified customer profiles for personalized customer
experiences. Customers expect personalized customer service
experiences, which require contact centers to have a comprehensive
understanding of customers' preferences, purchases, and
interactions. To achieve that, contact center administrators need
to create unified customer profiles by merging customer data from
dozens of applications. Now, Amazon Connect Customer Profiles
leverages models to reduce the time needed to provide personalized
customer experiences. When contact center administrators add data
sources—such as Adobe Analytics, Salesforce, ServiceNow, ZenDesk or
Amazon Simple Storage Service (S3)—Amazon Connect Customer Profiles
will analyze the data to understand what the data format and
content represent and how the data relates to customers’ profiles.
Amazon Connect Customer Profiles then determines how to organize
and combine data from different sources into complete, accurate
profiles. With just a few clicks, managers can review, make any
necessary edits, and complete the setup of customer profiles so
contact center teams can begin providing personalized customer
service that improves customer satisfaction and agent
productivity.
“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 leading global lodging franchisor with a vast
network of nearly 7,500 hotels, representing almost 630,000 rooms
across 46 countries and territories. “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 19 million 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 leading 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 leading 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.”
About Amazon Web Services
Since 2006, Amazon Web Services has been the world’s most
comprehensive and broadly adopted cloud. AWS has been continually
expanding its services to support virtually any workload, and it
now has more than 240 fully featured services for compute, storage,
databases, networking, analytics, machine learning and artificial
intelligence (AI), Internet of Things (IoT), mobile, security,
hybrid, virtual and augmented reality (VR and AR), media, and
application development, deployment, and management from 102
Availability Zones within 32 geographic regions, with announced
plans for 15 more Availability Zones and five more AWS Regions in
Canada, Germany, Malaysia, New Zealand, and Thailand. Millions of
customers—including the fastest-growing startups, largest
enterprises, and leading government agencies—trust AWS to power
their infrastructure, become more agile, and lower costs. To learn
more about AWS, visit aws.amazon.com.
About Amazon
Amazon is guided by four principles: customer obsession rather
than competitor focus, passion for invention, commitment to
operational excellence, and long-term thinking. Amazon strives to
be Earth’s Most Customer-Centric Company, Earth’s Best Employer,
and Earth’s Safest Place to Work. Customer reviews, 1-Click
shopping, personalized recommendations, Prime, Fulfillment by
Amazon, AWS, Kindle Direct Publishing, Kindle, Career Choice, Fire
tablets, Fire TV, Amazon Echo, Alexa, Just Walk Out technology,
Amazon Studios, and The Climate Pledge are some of the things
pioneered by Amazon. For more information, visit amazon.com/about
and follow @AmazonNews.
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