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Channel: Rebekah Carter, Author at CX Today
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Leveraging Gen AI and Amazon Connect in the Contact Center

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Generative AI (Gen AI) has taken the contact center by storm. Beyond simply transforming self-service experiences, generative AI empowers companies to deliver more personalized, efficient service at scale, while improving employee productivity and reducing operational costs.

In fact, almost two thirds of agents say they want to access generative AI tools in the contact center, to help them enhance customer interactions.

However, unlocking the benefits of generative AI can be complex. Companies need to determine how to implement this technology in a way that enhances customer experiences, augments agents (without replacing them) and adheres to compliance standards.

Working with the right innovator to align contact center solutions like Amazon Connect, with flexible AI solutions, virtual assistants, and cutting-edge customer support tools could be the key to success. Here’s your guide to combining Amazon Connect and Gen AI in the contact center.

Amazon Connect: A Flexible Foundation for Gen AI

Developed by cloud leader, AWS, Amazon Connect is a cutting-edge, flexible, cloud-based contact center platform that allows organizations to adapt their ecosystem to their specific needs. Combining an intuitive user interface with a scalable infrastructure, and pay-as-you-go pricing, this solution offers a valuable foundation on which to build an AI-powered contact center.

Connect not only makes it easy to integrate AI functionality into your customer service strategy, with machine learning models and natural language processing, it also offers access to built-in Gen AI tools. Amazon Q, for instance, is an AI-powered agent that can deliver contextual, personalized support to customers in real-time, and deliver suggested responses and guidance to agents.

Companies can also take advantage of Amazon Lex for natural language understanding in web and mobile chat, enabling omnichannel AI support. Plus, there are plenty of intuitive tools for leveraging skills-based routing, intelligent IVR, and automated workflows.

Unlocking the Full Value of Gen AI in Amazon Connect

With Amazon Connect, companies can access a range of tools to build and configure their own Gen AI contact center solutions. However, developing the perfect ecosystem from scratch can be time-consuming, costly and complex without the right support.

Working with an AWS partner gives companies the opportunity to combine various crucial tools in Amazon Connect, with their own generative AI solutions and integrations. Companies like Local Measure leverage the power of Amazon Connect and Amazon Bedrock to give companies more opportunities for growth.

With Amazon Bedrock, for instance, Local Measure can supports  a BYO-AI model, to allow for companies to utilize their own Bedrock instance in tandem with Engage Smart Tools. This allows companies to rapidly build generative AI applications for specific use cases, from self-service to agent support, without compromising AI security, privacy, or responsibility.

Since the solution is cloud based, firms don’t need to manage any infrastructure, and they can easily deploy AI capabilities into their existing applications.

“We see a future where customers want to bring their own AI models or a combination of models and bots to solve specific use cases and service requirements. With our Engage platform we have architected a solution to be able to handle our customers’ complex and multi-vendor landscapes to allow them to not be locked in to any one model or bot. As the pace of change in Generative AI is so rapid we aim to help our clients position their platform for success irrespective of where the technology ends up,” says Local Measure CEO Jonathan Barouch.

Building on Amazon Connect with AI-Driven Tools

Beyond giving companies more freedom to adjust their generative AI experiences with Amazon Connect, Local Measure has also integrated various capabilities into their existing Engage platform, to help customers unlock the most significant benefits of Gen AI tools.

The range of AI tools augment agent performance, allowing companies to maintain a human touch in the contact center – crucial in an age when 75% of people say they want more human interactions.

With Amazon Connect, and Local Measure, companies can:

Deliver Intuitive, Global, Omnichannel Experiences

Combining the omnichannel capabilities of Amazon Connect with Local Measure’s AI solutions, companies can rapidly scale their customer service operations.

AI-powered smart tools like “Smart Translations” enable agents and customers to connect in their preferred languages, streamlining communication and improving customer satisfaction. This feature also allows companies to reduce the costs of hiring additional global agents to serve international consumers.

What’s more, Amazon’s built-in generative AI solutions allow for an effortless omnichannel experience. Amazon Q can easily automate self-service tasks across a range of messaging channels, while Amazon Lex enables natural language understanding for voice-based interactions.

Improve Customer Satisfaction and Experiences

One of the biggest benefits of generative AI in the contact center is the ability to enhance customer experiences. AI tools not only empower companies to deliver customer service faster, with access to self-service solutions like Amazon Q for 24/7 support; they also ensure agents can rapidly gain access to valuable information throughout conversations.

AI can surface valuable insights to agents from CRM solutions and databases, helping agents resolve issues faster, and personalize experiences based on profiles and previous discussions. Tools like Local Measure’s Smart Composer can even help employees respond rapidly to queries by modifying the tone, grammar and language during conversations.

With Smart Tools and Amazon Connect, companies can ensure their customers constantly receive professional, accurate, and timely support, boosting loyalty and satisfaction.

Transform Efficiency and Productivity

Automation and AI offer incredible opportunities to improve the efficiency and overall productivity of the contact center. The right technologies can automate repetitive tasks, such as summarizing call transcripts and data entry, giving agents more time to focus on valuable tasks.

Local Measure’s AI-powered tools in Engage, such as Smart Notes and Smart Tasks, offer an intuitive way to streamline daily workflows in the contact center, minimizing operational costs, and improving customer service results. These tools even help to reduce errors in the contact center, reducing time spent on resolving mistakes.

Plus, AI solutions like Amazon Q in Amazon Connect can offer real-time suggestions and guidance to agents throughout their journeys with customers. AI copilots can coach team members, and provide access to useful data that helps them to optimize their performance over time.

Preserve Security and Compliance

One of the biggest challenges of implementing Gen AI in the contact center is ensuring you can continue to adhere to evolving data compliance and security standards. Amazon Bedrock makes things easier on this front, offeringorganizations access to a secure, private solution for building responsible AI solutions.

Local Measure’s Engage platform builds on the security of the Amazon Connect ecosystem, providing GDPR, SOC 2 Type 2, and CCPA compliance, to protect businesses and customers. What’s more, within Amazon Bedrock, Local Measure’s bring your own AI-model solution allows companies to feel secure in the knowledge their data remains entirely within their control as they continue to fine-tune their AI solutions.

Companies can even use AI tools throughout the ecosystem to track crucial information related to data security and compliance, minimizing risks and regulatory issues.

Unlock the Value of Data

Companies can also leverage Amazon Connect to offer instant insights into crucial metrics with real-time dashboards. AI insights make it easier for businesses to formulate intelligent decisions about how to manage their contact center and predictive analytics can offer insights into scheduling and staffing strategies that boost operational efficiency while reducing costs.

The Power of Amazon Connect and Gen AI

Generative AI has the potential to streamline workflows, improve agent efficiency and productivity, and transform customer experiences in the contact center. Combining innovative, flexible platforms like Amazon Connect and Amazon Bedrock, with Local Measure’s Engage platform gives companies more freedom to develop the ultimate AI-powered contact center.

Built for the Amazon Connect ecosystem, Engage uses generative AI and intuitive tools to assist agents, help companies make data-driven decisions, and strengthen every customer interaction.


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