Late on Sunday, Amazon Web Services, Inc., also known as AWS, which is a subsidiary of Amazon.com, Inc. (AMZN), revealed new generative AI features for Amazon Connect, its cloud contact center solution.
By facilitating more individualized, effective, and proactive customer support, these new features should further enhance client experiences and greatly raise customer satisfaction.
Amazon Connect now provides automated segmentation for proactive outreach, providing a single individual or groups with comparable characteristics with timely, targeted interactions across communication channels.
Additionally, Amazon Q in Connect, a generative AI-powered customer support assistant, now makes it possible to develop dynamic, automated, and pertinent self-service experiences. It has strong controls over AI-generated content and new, adjustable AI guardrails. With these, businesses can safely implement generative AI in contact centers while protecting client interactions and following their own regulations.
According to Pasquale DeMaio, vice president and general manager of Amazon Connect at AWS,”With Amazon Connect, in addition to evolving customer service, we’re also fundamentally reimagining how organizations build, nurture, and sustain customer relationships. By using generative AI to improve the customer experience, Amazon Connect is paving the way for a future where every customer interaction is an opportunity to delight and foster long-term loyalty.”