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Amazon Connect - Wisdom for All

31 January 2023

Frank Mirecki

"Amazon Connect Wisdom uses the power of AI to give agents the information they need in real-time"

Amazon Connect Wisdom for All

With the emergence AI, And tools like chat GPT taking up so much attention in headlines nowadays. More people are realizing the full potential of AI to help businesses scale and grow using this technology. Amazon Connect is at the forefront of contact center technology that utilizes the very best in machine learning and artificial intelligence to empower agents and improve efficiency across the board. And with features like Amazon Connect Wisdom available to consumers, it's no wonder more businesses are benefiting from the use of AI.

Faster Resolution, Less Agent Intervention

Using Ai, Amazon Connect can drastically reduce the amount of workload on your agents and your supervisors. While also increasing customer satisfaction overall.
Emerging data suggests that the effects are truly revolutionary. Companies are now able to Invest in a technology that will help them reduce the stress and strain on their workforce while simultaneously improving their customer experience. Let's have a look at a few ways that this translates into real world benefits for your contact center.

Number one: faster resolution in the IVR. As your customers call in. They are greeted by a natural language, artificial intelligence bot. The interaction is very similar to speaking with a live human agent thanks to the incredible AI and natural language technology that powers Amazon Alexa.

Customers can quickly let the bot know what they're looking for. And the bot can retrieve the information that is necessary to help them. No fiddling around with pressing numbers for departments or other clumsy menus of traditional contact centres. Furthermore, with voice analysis being done inside the IVR. These smart bots are able to assess when agent interaction is necessary. And beyond that, they can also use smart routing to bring the customer directly to an agent or queue that is specifically capable of helping with their inquiry.

This results in much less agent intervention and also more accurate agent interaction. Meaning when they do speak with a representative of your company, we can more accurately match the correct agents to that customer’s needs. And the bottom line? It basically looks like this. Since you'll need less agents to answer simple requests; your agents can then spend time on more valuable interactions and customers. Without having to waste precious human resources.

Your agents will be wiser

All agents could all use additional information specific to the task at hand, spoon fed at the exact moments it’s needed. This is exactly what Amazon connect achieves with wisdom. Wisdom can pull documents and links In real time directly to your agents dashboard. Allowing them to have access to whatever information can help them resolve and issue as quickly as possible.
It's the equivalent of somebody. Doing a search engine. Query in real time as your customer is providing input into the conversation.

Contact Centre Agent using Amazon Connect Wisdom

The results, your agents will resolve issues much quicker than before, with less stress and more confidence. Again, this will impact your bottom line. As agents have to spend less time in training, they will be happier at their job, they will feel more confident and they will rely On learning and using the tools provided to them to provide the best customer experience possible.
Wisdom is just one of the many powerful tools of available within an Amazon connect environment. It helps streamline communications reduce time in the IVR produce average handle time and improve agent efficiency. Over time. These benefits manifest themselves as A much higher quality of customer experience and service that you can provide to your customers.

Get in Touch

BrantTel is Canada's first managed partner with SDP for Amazon Connect. We are able to implement Amazon Connect solutions, And integrate these powerful tools such as wisdom. Into your contact center. Schedule a demonstration to find out how these tools can help your business reduce costs and improve customer experience. Take advantage of special AWS Usage credits available for 2023, limited amount available!

Claim Amazon Connect and AWS Credits

Frank Mirecki
31 January 2023
Amazon Connect - Wisdom for All

"Amazon Connect Wisdom uses the power of AI to give agents the information they need in real-time" Amazon Connect Wisdom for All With the emergence AI, And tools like chat GPT taking up so much attention in headlines nowadays. More people are realizing the full potential of AI to help businesses scale and grow using […]

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