Contact centers are under increasing pressure to deliver exceptional customer experiences while maintaining operational efficiency. Amazon Connect, the backbone of our Conectara solution, seamlessly integrates advanced AI features to tackle these challenges.

By leveraging Amazon Connect’s AI capabilities, you can empower your agents, elevate the customer experience, and extract valuable insights through data-driven analytics. In this post, we’ll explore how Amazon Connect’s AI features can significantly enhance your contact center’s performance and drive business success.

AI & Contact Centers

The integration of AI in contact centers offers numerous benefits that can significantly improve the way you serve customers. Let’s break down three key advantages:

• Workforce Empowerment: AI features enhance the capabilities of human agents, allowing them to focus on what truly matters – delivering exceptional experiences.
• Enhanced Customer Experience: Giving your agents tools that enhance their capabilities leads to reduced wait times and a higher level of customer satisfaction.
• Data-Driven Insights: AI-powered analytics tools can process vast amounts of data from interactions, providing valuable insights into customer behavior and preferences. These insights are crucial for making informed business decisions and tailoring your service accordingly.

Let’s review the AI features in Amazon Connect that will help you to get these benefits in your Contact Center.

Contact Lens: Real-Time Analytics & Quality Management

Amazon Connect Contact Lens leverages the power of artificial intelligence to provide your Contact Center with a suite of tools that can greatly improve customer interactions. Let’s dive into three key features designed to enhance agent productivity, increase quality of the interaction, and elevate customer experience.

Call Transcriptions: Turning Speech into Actionable Text

Ever wished you could rewind time during crucial conversations? With Amazon Connect Contact Lens’ Call Transcriptions feature, you can. This powerful tool automatically converts voice calls into written text, allowing agents to:

• Revisit Crucial Moments: Pinpoint key points and review them instantly.
• Improve Training: Identify successful techniques and areas of improvement by analyzing transcriptions.
• Ensure Compliance: Verify adherence to scripts or regulations.

It’s like having a faithful stenographer by your agent’s side, allowing them to focus on the conversation rather than note-taking.

Call Summaries: A Blink-and-You-Miss-It Recap

Amazon Connect Contact Lens offers automated, concise summaries of customer interactions, generated using generative AI. These summaries:

• Save Time: Agents no longer need to manually summarize calls.
• Provide Context: Supervisors can quickly understand the conversation flow and provide timely feedback.
• Facilitate Follow-ups: Ensure committed actions are completed by providing a clear record of promises made.

It’s like having a helpful companion that remembers every detail, so your agents don’t have to.

Sentiment Analysis: Feeling the Pulse of Customer Conversations

Understanding how customers feel about their interaction with your brand is crucial. Amazon Connect Contact Lens’ Sentiment Analysis uses machine learning-powered natural language processing (NLP) to score customers sentiment. This provides you with:

• Real-time Insights: Monitor sentiment during live calls for proactive intervention.
• Trend Identification: Identify trends and common issues by analyzing sentiment over time.
• Improved Training: Use sentiment analysis to improve agent communication skills.

Sentiment Analysis is like having a crystal ball into your customers’ hearts. It helps you anticipate their needs and make data-driven decisions.

Supercharge Agent Productivity with Amazon Q in Connect

Imagine if your agents had a sidekick, always ready with the perfect response or action to help customers. That’s exactly what Amazon Q in Connect does! It’s like having a friendly, AI-powered R2-D2 for your contact center, assisting agents in real-time to resolve issues swiftly.

What is Amazon Q in Connect?

Amazon Q in Connect is a generative AI assistant that empowers agents with suggested responses and actions tailored to each customer interaction. It’s the evolution of Amazon Connect Wisdom, now armed with more advanced AI capabilities.

How it Works

• Conversational Analytics & NLP: Amazon Q in Connect listens to live conversations, detecting customer issues using natural language processing (NLP).
• Generative AI: It then uses its powers of generative AI to suggest responses and actions that agents can use to solve the customer’s issue quickly.
• Quick Access to Knowledge Articles: Agents receive quick links to relevant knowledge articles and documents, making information easily accessible.

Benefits for Your Contact Center

1. Faster Issue Resolution: With Amazon Q in Connect providing real-time suggestions, agents can resolve issues more swiftly, reducing average handling time.
2. Improved Agent Productivity: Agents no longer waste time navigating multiple knowledge sources. They have the information they need right when they need it.
3. Consistent Customer Experience: Even new agents can provide accurate and consistent responses, ensuring a high-quality customer experience.

Customer Success Stories

Companies like Orbit Irrigation and NatWest Group are already seeing significant benefits from Amazon Q in Connect:

• Orbit Irrigation expects to save 10%–15% time on every contact, leading to cost savings.
• NatWest Group aims to provide consistently high-quality customer experiences by ensuring agents have accurate information at their fingertips.

So why not bring the power of Amazon Q in Connect to your contact center? It’s like having your own AI-driven support crew, making your agents’ lives easier and your customers happier.

Embracing Self-Service Experiences

Contact center customers increasingly prefer self-service options over traditional agent interactions. A report from 2022 by NICE shows that 81% of consumers expect more self-service options. 

And with good reason, self-service experiences offer several benefits for both customers and companies:

1. Improved Customer Satisfaction: Customers can resolve issues at their convenience and pace.
2. Cost Savings: Reduce agent interactions by handling common queries via self-service.
3. 24/7 Availability: Ensure consistent customer support round the clock.

However, for Contact Centers, implementing effective self-service experiences can be challenging without the right tools. This is where Amazon Connect’s AI features come into play. These capabilities enable you to implement efficient, engaging self-service experiences.

Amazon Lex: Conversational AI for Self-Service

Amazon Lex is a service for building conversational interfaces using advanced natural language understanding (NLU) and automatic speech recognition (ASR). It allows you to:

1. Design Seamless Voice and Text Interfaces: Build sophisticated voice and text -with Automatic Speech Recognition (ASR) and Text-to-Speech (TTS)- conversations tailored to your contact center needs.
2. Deploy Omni-Channel Experiences: Integrate with Amazon Connect to deliver consistent self-service experiences across channels – phone, chat, or messaging apps.
3. Reduce Call Handling Time: With improved accuracy in understanding customer intents, Lex helps resolve issues faster.

To create self-service experiences using Amazon Connect and Amazon Lex:

1. Design your Conversation: Define your bot’s intents, utterances, and fulfillment logic using the Amazon Lex Console or AWS CLI/SDK. You can use Lex’s generative AI features for building bots using natural language.
2. Test and Improve Your Bot: Test your bot with sample conversations and improve as you go.
3. Integrate with Amazon Connect: Include your bot in your Amazon Connect Flows through a Get Customer Input block.

Enable More Dynamic Conversational Bots Using Generative AI

Generative AI takes self-service interactions to the next level. By leveraging Amazon Connect, Amazon Lex, AWS Lambda, and Amazon Bedrock you can create more dynamic experiences that allow for more nuanced conversations, understanding context and providing relevant responses.

How It Works

This solution revolves around an AWS Lambda function that operates during the fulfillment step of an Amazon Lex Intent. Here’s a simplified breakdown:

1. The customer interacts with your contact center via Amazon Connect.
2. Amazon Connect sends the input to Amazon Lex, which processes it by triggering our AWS Lambda function.
3. The Lambda function builds an appropriate prompt for the Large Language Model (LLM) based on the recognized intent, and invokes the LLM in Amazon Bedrock, passing along the prompt and the customer’s inquiry.
4. Amazon Bedrock sends its response back to the Lambda function, which then returns it to Amazon Lex.
5. Finally, Amazon Connect delivers the response to the customer.

Here’s a visual representation of this process:

Depiction of the interaction between Amazon Connect, Amazon Lex, AWS Lambda and Amazon Bedrock

For a more detailed implementation of this approach check out our WebRTC.ventures team post: “Enhancing CX in Amazon Connect with Conversational Bots Using Amazon Lex, Amazon Bedrock, and AWS Lambda”.

Empowering Contact Centers with AI

Amazon Connect’s suite of AI-powered tools offers a comprehensive approach to elevating your contact center’s capabilities. From empowering agents with real-time insights to enabling seamless self-service experiences, these features are designed to enhance customer interactions, improve operational efficiency, and drive business growth.

If you’re looking for a cost-effective, straightforward solution for adding these AI capabilities to your contact center, request a demo and review of your requirements and allow Conectara to lead the way! Contact us today.