contact-center-tools

Amazon Connect to deliver

out-of-the-box AI tools

for contact centers.

Amazon announced two AI services positioned to help contact centers tackle data silos  at its re:Invent event in Las Vegas this month.

Amazon said it has integrated machine learning into two separate services, Contact Lens for Amazon Connect, and Amazon Kendra, reported the Wall Street Journal.

These services will “enable enterprises without machine-learning experts or data scientists to do AI for contact centers and enterprise search.”

The tools are “plug and play,” according to Matt Wood, vice president for AI services at Amazon Web Services.  “There’s no machine-learning expertise required for either of these services.”

Contact Lens and Kendra.

Contact Lens was created for Amazon Connect, the company’s cloud-based call center service. It analyses customer conversations for sentiment, prolonged call silence and discord, and facilitates searching call transcripts by keywords.

Speech Analytics enabled by Contact Lens automates the QA review of conversations between customer and agents to assure the conversation is correct and accurate.

Kendra is an AI-enabled enterprise search tool for chatbots that can process text from multiple sources. It does the “heavy lifting of providing the needed AI tools and connecting data sources,” WSJ.

Kendra will reduce the time a conversation takes because it lets agents use natural language to search for answers to hard questions, across all organization information sources. Kendra will also help with self- service and call avoidance strategies by enabling web sites, voicebots and chatbots to return specific information to questions asked.

“Conversational intelligence will allow a wide range of human queries. This type of capability is the next-generation knowledge management system,” according to Craig Le Clair, Forrester Research, WSJ.

The services produce real time insights “on a level that just wasn’t possible before,” WSJ

Intent, interactions and signals.

To compete in today’s CX battleground when consumers expect curated CX, call center operators need a basic foundation that tracks customer interaction across different channels.

According to Google, helping marketing teams “understand the intent, interactions, and signals that are driving long-term growth,” aligns marketing to business outcomes.

Recognizing intent is crucial for delivering curated CX. Intent and interaction needs to be analyzed as effectively as web interactions to understand the customer journey and deliver seamless, personalized integration across all channels and devices.

Enterprises get it and consumers are favoring it.

IDC predicts a compound annual growth rate of 8.2% in CX technology for the 2018-2022 forecast period, “reaching $641” billion in 2022.

According to  Forbes, a recent NICE inContact and Forrester Consulting survey found “79% believe that AI would enable contact centers to deliver consistent, timely and contextually relevant experiences.”

Consumers are favoring chatbots for routine tasks like updating addresses and checking balances. With messaging “of the most interest to younger demographics.”

Best Western Hotels & Resorts migrated to the cloud to meet the “digital expectations” of customers and will use Amazon Connect to deliver better customer experience.

The company is working to “infuse automation into its customer service platform.” Which will “convert speech to text and derive insights that help workers deliver more personalized customer experiences,” CIO Dive.

This means that contact center and CX teams will be able to dedicate more of their time and money to coaching agents, reducing customer effort and enhancing service levels. IT and machine learning teams will add value to advance business goals versus contact center operations.