𝗙𝗿𝗼𝗺 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝘁𝗼 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁 𝗛𝘂𝗯: 𝗧𝗵𝗲 𝗙𝘂𝘁𝘂𝗿𝗲 𝗼𝗳 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗜𝘀 𝗛𝗲𝗿𝗲

𝗙𝗿𝗼𝗺 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝘁𝗼 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁 𝗛𝘂𝗯: 𝗧𝗵𝗲 𝗙𝘂𝘁𝘂𝗿𝗲 𝗼𝗳 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗜𝘀 𝗛𝗲𝗿𝗲

Just returning from an internal Amazon Connect deep[1] dive. I haven’t touched this particular product since maybe 5 years?! Dirk Fröhner, 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, less than 30 minutes from zero to the first call received, and how much AI was already improving both the customer and agent experience back then. That impression 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, built to improve both the customer and agent experience. The bet: more efficient support, in both time spent and depth of service, through 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, 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!

𝗦𝗼𝘂𝗿𝗰𝗲𝘀:

[1] https://aws.amazon.com/connect/