Better understand the sentiment, trends, and compliance of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback.
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Explore contact center best practices; hear stories from leading experts in customer service, customer experience, and contact center technology; and learn how to leverage Amazon Connect.
Read the 2022 Achieving Customer Amazement Report for the latest on customer preferences, habits, and wants to help you create an amazing customer experience.
Getting Started with ML-powered Amazon Connect forecasting, capacity planning, and scheduling
26:35In this tech talk, you will learn best practices from AWS contact center migration experts to make the move to Amazon Connect.
AI and ML help solve key contact center challenges by improving customer experience, increasing agent effectiveness, and reducing expenses.
2:01Amazon Connect, the omnichannel cloud contact center, turns your call center into an innovative customer experience.
0:56With Amazon Connect Voice ID, Wisdom, and with high-volume outbound communications, agents have all of the data they need that by the time they greet their customers they already know how to help.
1:43:45Getting the most out of Amazon Connect: Amazon Connect Cases
This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on how to implement Amazon Connect Cases in order to track and manage customer issues that require multiple inter
1:27:43This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on Amazon Connect Wisdom in order to deliver agents the information they need and reduce the time spent searching
1:52:18Getting the Most out of Amazon Connect: Amazon Connect Customer Profiles
This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on how to implement Amazon Connect Customer Profiles in order to automatically bring together customer informatio
2:17:21Getting the Most Out of Amazon Connect: Amazon Lex Automated Chatbot Designer
This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on how to implement Amazon Lex Automated Chatbot Designer.
1:46:55Getting the Most out of Amazon Connect: Amazon Connect Voice ID
This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on how to implement Amazon Connect Voice ID in order to analyze speech attributes to create a digital voiceprint.
Explore real world examples of Artificial Intelligence (AI) and Machine Learning (ML) in Amazon Connect contact centers.
4:06In the Database, Analytics, and Machine Learning keynote at re:Invent, AWS announced the Amazon Lex automated chat bot designer, a new feature that simplifies the chatbot training and design process.
8:58In this breakout session, Laurence Duggan a Product Manager at Affirm, the financial-wellness technology company, shared their new customer journey that’s rooted in Machine Learning.
1:26:22Getting the Most out of Amazon Connect: Contact Lens for Amazon Connect
This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on how to implement Contact Lens for Amazon Connect in order to deliver AI/ML real-time sentiment analysis
Analyst firm Omdia provides a 3rd Party POV on the evolution of Amazon Connect in this report that covers differentiators including AI/ML features that are enabling organizations to think differently.
3:48Uncover new ways machine learning is being used in every interaction including new tools for agents, customers, and supervisors.
"Not once have we asked ourselves, ‘Can our contact center infrastructure handle this?’ We know that using Amazon Connect enables us to provide enhanced customer service.”
