AWS transforms customer support with new AI features in Amazon Connect

Generative artificial intelligence (AI) is able to automate human tasks, produce new content and increase the efficiency of a wide range of processes. Generative AI is now also finding its way into customer support - with Amazon Web Services (AWS) leading the way. The company is now expanding Amazon Connect, its own cloud-based contact center service, with additional extensive AI-supported features.

The newly implemented functions include "Amazon Q in Connect", "Amazon Connect Contact Lens", "Amazon Lex in Amazon Connect" and "Amazon Connect Customer Profiles". These applications are designed to support contact center employees, simplify the creation and optimization of AI-based self-service systems and generally improve overall customer satisfaction. Companies already using Amazon Connect include the NatWest Group, NeuraFlash and Traeger Grills.

Numerous advantages of AI in customer service

Generative AI offers customer service companies extensive opportunities to optimize their offerings. Amazon Connect makes it easier for even less tech-savvy users to set up a cloud-based contact center with generative AI functions. The benefits are multi-layered and include faster response to customer queries and problem resolution, greater personalization of interactions for a better customer experience and the ability to create detailed analyses of customer contacts to improve service quality.

The new functions in detail

The newly implemented Gen AI functions primarily affect the areas of customer service employees, self-service systems and customer profiles. "Amazon Q in Connect" provides agents with helpful suggestions for solutions and options for action. These are based on recorded customer inquiries and are issued in real time. Amazon Connect Contact Lens generates concise summaries to capture the most important aspects of a customer conversation in real time. These in turn are then available to superiors for evaluation. The integration of "Amazon Lex in Amazon Connect" will make it much easier for companies to develop their own powerful chatbots and voice menus. Administrators only need to describe in natural language what the system should do. Finally, the "Amazon Connect Customer Profiles" function automatically creates standardized customer profiles that employees can access in the Contact Center. This also includes data from common software-as-a-service applications.

Beyond the new Gen AI features, Amazon Connect offers users an expansion of omnichannel capabilities, including instant support for two-way SMS and in-app and web-based voice calls with video support.

Data Warehousing on AWS

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