AWS has expanded its Step by Step Guides solution so contact centers can design self-service experiences for customers in live chat.
Already, Amazon Connect customers can use the tool to build visual flows for agents, taking them down the ideal path to resolve customer queries.
Now, as announced at Enterprise Connect, users can use the same drag-and-drop design to create similarly “rich” experiences for customers in live chat – taking the agent out of the loop.
Those “rich experiences” fit into a sequence of pages built into the chat window, which the customer can flick through and interact with to solve their queries.
Plug-ins – including voice ID – support those experiences alongside first- and third-party system integrations, which allow contact centers to design unique guides, funnel data into back-end systems, and automate more customer journeys.
Those journeys may include onboarding, renewal, and even commerce experiences, which could benefit from a formulaic visual guide.
Meanwhile, Connect users can also leverage the tech to teach customers new skills.
However, conversational AI – which AWS offers via embedded Amazon Lex technology within Connect – is perhaps better placed for answering customer queries.
What Else Did AWS Announce at Enterprise Connect 2024?
Elsewhere at Enterprise Connect, AWS announced the general availability of three additional innovations:
- Third-party application support for the Amazon Connect agent workspace.
- Generative AI-powered post-contact summaries.
- Automated agent performance evaluations.
The first allows contact centers to consolidate agent applications into a single interface so they can more easily switch between systems and solve customer queries faster.
CX Today reported on the preview of this application in November 2023. Back then, Steve Johnson, GM of AWS Enterprise Applications at Amazon, stated:
Our customers are excited to add homegrown and vendor-built applications, giving agents everything they need at their fingertips.
The second and third innovations stem from advancements within Amazon Connect Contact Lens, AWS’s conversational intelligence solution.
Augmented with generative AI (GenAI), the solution can now condense every customer conversation into a concise, coherent, automated summary – which the agent can load to the CRM.
As a result, contact centers can mechanize and standardize post-call processing – into a format as exemplified below – while lowering handling times and improving customer journey tracking.
Yet, there are other benefits, according to early adopter Neo Financial. As Shannon Burch, Vice President of Experience at Neo Financial, explained:
The post-contact summarization functionality streamlines complaint handling, saving leadership around 40 hours per month allowing them to focus on other execution related activities and strategic projects.
Meanwhile, Contact Lens may also evaluate 100 percent of customer conversations, providing insight into agent performance.
Those insights may inform manual contact evaluation initiatives, supporting quality analysts in spotting the best improvement and positive recognition opportunities.
In addition, contact centers can monitor and enhance regulatory compliance, script adherence, and sensitive data collection by harnessing the solution.
These three innovations are the latest in a continuous drip feed of new features for Amazon Connect, with proficiency-based routing, “agentless” voice dialing, and a cross-channel concurrency tool providing further examples of recent CCaaS innovation at AWS.
Catch up on some of the other major headlines from Enterprise Connect 2024. Check out our articles:
- Talkdesk Announces an “Industry-First” GenAI Suite for On-Premise Contact Centers
- Zoom Reveals New Contact Center Agent & Supervisor Innovations at Enterprise Connect
- RingCentral MVP Rebrands as Employee Experience Platform ‘RingEX’
