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Amazon’s AWS cloud computing unit, Amazon Connect, has become a major player in the call/contact center space with its cloud-based and AI-centric contact center service.
The service has been updated with new features focusing on AI-powered self-service workflows, customizable guardrails, and AI-powered agent evaluation tools.
The updates aim to free human agents to focus on higher-value interactions, while AI handles routine customer service tasks.
The service can now track customer interactions in real-time, segment customers into groups, and proactively reach out to them on the most appropriate channel.
The integration with Amazon Q Business enables businesses to use generative AI to be more proactive in their customer interactions.
Salesforce is launching the ‘Salesforce Contact Center with Amazon Connect’, which integrates Amazon Connect’s core capabilities with Salesforce’s CRM solution.
AWS acknowledges that not every customer is ready to use generative AI and will allow businesses to use it at their own pace and in a way that suits their business needs.