Tag: AI

HAQM Connect now delivers first-party AI across all channels, featuring ongoing support for future AI capabilities with pricing that remains tied only to your underlying channel usage rather than AI consumption.

Enterprise Connect 2025 is around the corner, where attendees will explore the transformative intersection of AI and customer experience. From March 17-20 in Orlando, Florida, AWS leaders will be onsite, sharing insights on implementing AI strategically and delivering more meaningful customer experiences. Through keynotes, panel discussions, and interactive sessions, attendees will discover how organizations are […]

HAQM Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at a lower cost. And now, with newly released features including simplified building, generative AI enhancements, and easily accessible observability, it’s never been easier to create, manage, and optimize effective self-service experiences for customers. Self-service customer support […]

Imagine a world where every customer interaction is informed by a wealth of relevant data, where artificial intelligence (AI) knows your business, and where contact center agents are empowered to provide truly tailored service. As companies strive to deliver exceptional customer experiences, personalization has become a key differentiator. Customers expect tailored interactions that address their […]

Introduction If your business has a contact center, you may be looking to leverage the power of generative artificial intelligence (AI) to enhance user experience and agent productivity. Features such as agent assist or intelligent bots have been gaining traction as a result of this push towards contact center AI-assisted modernization. Many of our customers […]

Generative AI is delivering real customer experience (CX) results in production at enterprise scale sooner than expected.

A solid knowledge base has always been a crucial piece in effectively aiding agents in the contact center. Now with generative AI, well-structured, straightforward, and up-to-date knowledge bases are key to support generative AI assistants like Q in Connect in easily and effectively synthesizing your content. In this blog post, you will learn about HAQM Q in Connect, how it works, and how to optimize your knowledge base to maximize impact using our generative AI capabilities.

Generative artificial intelligence (AI) is an area of interest for many businesses. Gartner estimates that by 2024, 40% of enterprise applications will have embedded conversational AI. In 2020, this number was less than 5%. At HAQM Web Services (AWS), our customers are often asking about how they can use generative AI across various business segments. […]

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 fourth 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 Many organizations want the ability to generate chatbot performance reports for their digital customer experience offering. […]