AWS is using artificial intelligence to make its centers work smarter amazon web services has just unveiled a new set of case management tools.
AWS Is Using Artificial Intelligence to Make Its Centers Work Smarter
Amazon web services just recently have added a new set of AI-based features to help its contact center service known as Amazon connect. What is amazon connect?
Amazon connect is an omnichannel cloud contact center that helps to service businesses through an as-a-service model and in the process enables them to set up their own contact center easily, engage with customers and also add various agents from all over the globe.
This new tool known as Amazon Connect cases is a new care management feature that is developed into amazon connect. The tech company claims that the tool makes it easy for contact center agents to track and resolve customer issues quickly and to also collaborate on customer issues.
What the New Tool Offers Users
Managing cases at most times involves making use of numerous separate issues and this is including many different conversations with various agents at intervals. Normally, it is very common to use case management tools to help out with this sort of complexity. But Amazon cited that “adding case management tools introduces complex integration projects and costly development cycles that can take many months to complete.”
Amazon connect cases automatically creates a new case to help keep track of all related chats, calls, and tasks whenever an initial contact is made by a customer. Amazon also said that chatbots and IVRs also can leverage case data from amazon connect cases to help push personalized self-service interactions and in the process help to improve customer feedback.
Whenever a customer wants to talk or make contact with an agent, they are immediately routed or directed to the best agent that is available with the relevant case attached according to amazon which will ultimately result in improved average time and a first-contact solution.
The new tool according to amazon will also allow agents to create and resolve cases manually and then assigned tasks, view and add case data and then make internal comments in the agent app.
Other New Additions Announced By AWS
Amazon web services also announced other new additions to the services customer service portfolio and this included Amazon Lex which is an artificial intelligence service that makes use of natural language models in helping customers build, test, and also deploy conversational text and voice chatbots for applications of platforms such as amazon connect.
The tech company also announced another of its tool known as Amazon connect outbound campaigns. This is a service that provides a way for various businesses to connect and make contact with a large number of clients and customers all at once through SMS, voice, and email for communications such as marketing promotions, upcoming delivery notifications, and appointment reminders without having to make use of third party tools and services.