Giving agents the information they need
Excelling in today’s experience-focused landscape requires investment in the right tools.
Companies need access to the right contact centre tools for enabling omnichannel communications, AI systems for analytics, and even bots for self-service support. Fortunately, companies like Amazon are on hand to help with a range of essential services.
Amazon Connect Wisdom, part of the Amazon Connect ecosystem, is a tool offering machine learning solutions to reduce the time agents spend searching for information. Today, wikis, FAQs, and knowledge articles alike are often distributed across a wide variety of different environments. Unfortunately, this often means agents lose crucial time trying to find the right information.
Using Connect Wisdom, companies can finally access the knowledge they need in an all-in-one environment, aligned with connectors for third-party tools like Salesforce. Let’s take a closer look at what Amazon Connect Wisdom can do.
Amazon Connect Wisdom unifies the various sources of information agents need access to when delivering excellent customer service. From FAQ stores and internal Wikis to tools connectors for external applications, Wisdom can help to align the flow of knowledge in the workplace. Wisdom also offers access to real-time speech analytics, to detect issues during calls and support agents with answers to questions and recommendations.
Built to enhance customer satisfaction and agent performance, Amazon Connect Wisdom reduces the risk of silos in the modern contact centre, with a single insight into all of your needs. Features include:
Amazon Connect Wisdom, as a valuable part of the Amazon Connect environment, adds an extra layer of intelligence to the strategies companies use to support their customers and deliver fantastic customer service. The solution, which works alongside the omnichannel contact centre from Amazon, can collect and unify information from various environments at speed, with simple set-up solutions for companies who need help jumping into digital transformation.
Part of delivering the best possible customer experience in the modern world is having access to the right information. The more insights your agents have, the easier it is for them to offer relevant and engaging solutions to customer problems. Amazon Connect Wisdom overcomes the issues caused by silos in the current contact centre. Bringing information together from all environments, the technology ensures agents are always empowered to deliver unforgettable customer moments.
Connect Wisdom works alongside the omnichannel environment already enabled by Amazon Connect, plucking details from interactions across multiple platforms, so the customer service experience remains consistent. Agents can effectively save a lot of time searching for information while improving the path to resolution for customers. Benefits include:
Amazon Connect Wisdom is an intelligent and insightful part of the Amazon Connect ecosystem. Built to help companies get more out of their contact centre, Wisdom aligns the knowledge you already have in your business. The technology ensures everything an agent needs to know about both the business and the customer is available in one, easy-to-access environment.
The addition of AI and machine learning tools transforms Wisdom into a useful partner in customer conversations. Real-time comments and suggestions can help agents to get better results out of customer conversations, even when they don’t have supervisors available to offer assistance and guidance. The solution could be particularly useful for new agents training to improve their customer satisfaction scores.
A fantastic tool for companies evolving their contact centre environment, Amazon Connect empowers more informed, aligned, and contextual conversations between agents and clients. Designed to simplify the way knowledge flows throughout a business, Wisdom can help to break down some of the silos in your company that could be holding teams back.
Amazon Connect Wisdom works perfectly alongside the rest of the Amazon Connect environment to empower your agents, and drive better experiences for customers.
