Amazon Connect to deliver out-of-the-box AI tools for contact centers.


EDITED 01.12.21

Amazon announced two AI services positioned to help contact centers tackle data silos at its re:Invent event in Las Vegas this month, said Karl Walder, Managing Director, Oigo CX.

Amazon said it has integrated machine learning into two separate services, Contact Lens for Amazon Connect, and Amazon Kendra, The Wall Street Journal reported.

These services will "enable enterprises without machine-learning experts or data scientists to do AI for contact centers and enterprise search.”

The tools are "plug and play." Matt Wood, vice president for AI services at Amazon Web Services, said. "There's no machine-learning expertise required for either of these services."

Contact Lens and Kendra.

Contact Lens was created for Amazon Connect, the company's cloud-based call center service. It analyses customer conversations for sentiment, prolonged call silence and discord, and facilitates searching call transcripts by keywords.

"Speech Analytics enabled by Contact Lens automates the QA review of conversations between customer and agents to assure the conversation is correct and accurate," Walder said.

Kendra is an AI-enabled enterprise search tool for chatbots that can process text from multiple sources. It does the "heavy lifting of providing the needed AI tools and connecting data sources," WSJ.

"Kendra will reduce the time a conversation takes because it lets agents use natural language to search for answers to hard questions, across all organization information sources. Kendra will also help with self- service and call avoidance strategies by enabling web sites, voicebots and chatbots to return specific information to questions asked," said Walder

"Conversational intelligence will allow a wide range of human queries. This type of capability is the next-generation knowledge management system,” said Craig Le Clair, Forrester Research, WSJ.

The services produce real time insights "on a level that just wasn't possible before," WSJ.

Intent, interactions and signals.

To compete in today's CX battleground when consumers expect curated CX, call center operators need a basic foundation that tracks customer interaction across different channels.

Helping marketing teams "understand the intent, interactions, and signals that are driving long-term growth," aligns marketing to business outcomes, Think with Google wrote.

Recognizing intent is crucial for delivering curated CX. Intent and interaction needs to be analyzed as effectively as web interactions to understand the customer journey and deliver seamless, personalized integration across all channels and devices, said Walder.

Enterprises get it and consumers are favoring it.

IDC predicts a compound annual growth rate of 8.2% in CX technology for the 2018-2022 forecast period, "reaching $641" billion in 2022.

Forbes reports a recent NICE inContact and Forrester Consulting survey found

"79% believe that AI would enable contact centers to deliver consistent, timely and contextually relevant experiences."

Consumers are favoring chatbots for routine tasks like updating addresses and checking balances. With messaging "of the most interest to younger demographics."

Best Western Hotels & Resorts migrated to the cloud to meet the "digital expectations" of customers and will use Amazon Connect to deliver better customer experience.

The company is working to "infuse automation into its customer service platform." Which will "convert speech to text and derive insights that help workers deliver more personalized customer experiences," CIO Dive reported.

"This means that contact center and CX teams will be able to dedicate more of their time and money to coaching agents, reducing customer effort and enhancing service levels. IT and machine learning teams will add value to advance business goals versus contact center operations," Walder said.

Elaine Sarduy is a freelance writer and content developer @Listing Debuts