- By Alex Gaw
- June 30, 2022
Three new capabilities have been added to Amazon Connect, the cloud virtual contact center of Amazon, aimed at improving contact center productivity and customer satisfaction. The capabilities are Amazon Connect Cases, Amazon Connect Outbound Campaigns, and Amazon Lex Automated Chatbot Designer.
Amazon Connect Cases is a case management feature designed to enable more efficient tracking, collaboration, and resolution of customer cases by contact center agents. The feature also allows interactive voice response (IVR) systems and chatbots to leverage case data to drive personalized self-service interactions. For customers wishing to speak with an agent, they are routed to the agent deemed most suitable for the case to speed up handle time and achieve first-contact resolution.
With Amazon Connect Outbound Campaigns, machine learning is harnessed to create outbound promotions for voice, SMS, and email, enabling contact center managers to schedule and launch messaging in high volume by specifying the communications channel, contact list, and content to be sent to customers. The feature includes a predictive dialer that automatically calls customers in a list, but throttles outreach based on agent availability.
For Amazon Lex Automated Chatbot Designer, machine learning helps design chatbots in hours instead of weeks, enabling the analysis of thousands of lines of transcripts within a couple of hours, minimizing developer effort. The generated chatbot design includes common intents, associated phrases, and a list of information that the chatbot will need to resolve issues. Developers can iterate on the design, change chatbot prompts and responses, and then build, test, and deploy the chatbot using Amazon Lex.
Amazon Connect Cases is currently in preview, while Amazon Connect Outbound Campaigns and Amazon Lex Automated Chatbot Designer are now available for use.
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