Category: Artificial Intelligence

Organizations are increasingly using speech recognition to create powerful conversational interfaces in the contact center, enabling self-service, user identification, and caller authentication based on users’ spoken natural language. These capabilities create delightful experiences for the user and improve containment rates and customer satisfaction scores. Oftentimes, in order to authenticate callers, organizations typically must collect alphanumeric […]

Often, contact center agents need to handle complex issues that require multiple interactions, research, and detailed tracking and notation of next steps and status. For example, IT organizations need to be able to track troubleshooting steps, milestones, actions taken, and results of actions. Case management tools provide a solution that consolidates history of a specific […]

HAQM Connect Cases (Available in GA) HAQM Connect Cases is a new case management feature built into HAQM Connect that makes it easy for contact center agents to track, collaborate on, and resolve customer cases quickly. Case management is an essential aspect of customer service operations that enables contact center agents to reduce resolution time […]

Note: This is the third blog in the HAQM Connect reporting blog series. If you haven’t read “Analyze HAQM Connect Contact Trace Record with HAQM Athena and HAQM QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Organization that offer web chat as a communication channel strive to get insights into their customers’ […]

Contact centers face a challenge of having to constantly improve on the contact center experience based on customer feedback. In order to so, it is important that contact centers collect reliable and measurable data. Contact centers can implement post chat customer satisfaction surveys that allow for actionable feedback on user experience and agent performance. Customer […]

This year at re:Invent, HAQM Web Services (AWS) Business Applications and Contact Center solutions had a full line-up of opportunities to dive deep on customer experience innovation. Our customers and partners learned ways to unlock the power of artificial intelligence (AI) and machine learning (ML) for customer experience with new HAQM Connect launches. You were […]

Taking medications as prescribed is essential for any illness treatment. However, it can become confusing when there are multiple pills to be taken at different times of the day. This becomes more problematic for patients with mild cognitive impairment, Alzheimer’s or other kinds of dementia. Some medications are prescribed three times a day, while others […]

Today, HAQM Web Services (AWS) announces the general availability of HAQM Connect Voice ID, a Machine Learning (ML) powered voice authentication feature for HAQM Connect. HAQM Connect is an easy-to-use omnichannel cloud contact center that helps companies of any size deliver superior customer service at lower cost. HAQM Connect Voice ID offers both real-time caller […]

Agents are a core part of a contact centre. At peak times, they manage long queues and look through multiple systems for the information requested by their customers. During a call, agents may need to reconfirm information with the customer that they already gave in the Interactive Voice Response (IVR) system. This may include the […]

Customers engage with businesses using a multitude of contact channels like voice, messaging, web, and social media. Each interaction includes customer identification, verification, and understanding the intent. This is followed by servicing the contact intent using either automated or live assistance. The primary customer need is expedited assistance to resolve the reason for the contact. […]