๐๐ฟ๐ผ๐บ ๐๐ฎ๐น๐น ๐๐ฒ๐ป๐๐ฒ๐ฟ ๐๐ผ ๐๐ ๐๐ด๐ฒ๐ป๐ ๐๐๐ฏ: ๐ง๐ต๐ฒ ๐๐๐๐๐ฟ๐ฒ ๐ผ๐ณ ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐ฆ๐๐ฝ๐ฝ๐ผ๐ฟ๐ ๐๐ ๐๐ฒ๐ฟ๐ฒ
๐๐ฟ๐ผ๐บ ๐๐ฎ๐น๐น ๐๐ฒ๐ป๐๐ฒ๐ฟ ๐๐ผ ๐๐ ๐๐ด๐ฒ๐ป๐ ๐๐๐ฏ: ๐ง๐ต๐ฒ ๐๐๐๐๐ฟ๐ฒ ๐ผ๐ณ ๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐ฆ๐๐ฝ๐ฝ๐ผ๐ฟ๐ ๐๐ ๐๐ฒ๐ฟ๐ฒ
Just returning from an internal Amazon Connect deep[1] dive. I haven’t touched this particular product since maybe 5 years?! Dirk Frรถhner โ I’m sure you remember our joint large-scale workshop with one of your customers.
What stuck with me from that time was how fast you can actually set up a contact center in the cloud โ less than 30 minutes from zero to the first call received โ and how much AI was already improving both the customer and agent experience back then. That hasn’t changed.
What has changed is the capabilities we now have with current AI Agent technology and how much the Amazon Connect product has evolved in that time. Today, we spent just a little time building a team of AI agents that work hand in hand with call center agents โ improving both the customer and agent experience, enabling more efficient support in terms of both time spent and depth of service, thanks to faster access to the right knowledge. Mind blowing.
A big thanks to Markus Gerber, Martin Sakowski, and Li-Ya Wang for putting this together and walking us through it.
Curious โ how are you evolving your call center into the AI Agent world? How are you further improving customer retention? I’d love to hear your thoughts!
๐ฆ๐ผ๐๐ฟ๐ฐ๐ฒ๐:
Cross-posted to LinkedIn