A good customer service experience can have a significant impact on business outcomes. Contact centers are key to securing consumer loyalty and purchasing. But, while many companies are interested in applying advanced technology to improve customer interactions, they struggle with how to drive efficiencies and improve automation in customer service. A key element in transformation to your existing contact center? Adding artificial intelligence (AI) and machine learning (ML).
AWS offers two flexible options to add AI/ML capabilities into your contact center
If you are looking for an end-to-end solution, Amazon Connect is an easy to use, omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Amazon Connect provides a unified set of ML-enabled capabilities for managing your customer and agent experience – all available with pay-as-you-go pricing. You can set up a contact center in minutes that can scale to support millions of customers in minutes.
If you already have a contact center in place, AWS Contact Center Intelligence (CCI) solutions empower you to improve customer experience, boost agent productivity, and gain conversation insights by adding AI capabilities to the contact center of your choice—without any ML expertise. AWS CCI solutions use a combination of AWS ML-powered services to provide Self-Service Virtual Agents, Real-time Call Analytics and Agent Assist, and Post-Call Analytics. Get started yourself, engage an AWS Services Partner (consulting) to help build it, or accelerate deployment with a turnkey solution from an AWS (ISV) Partner.
Increase customer satisfaction
- Reduce call wait times
- Quickly route questions to the right agent
- Decrease time to resolution
- Improve NPS/CSAT scores with faster, more effective service
Uncover business opportunities
- Reduce costs via self-service technologies
- Increase amounts of high-quality insights on customer satisfaction, potential product issues
- Monitor call script compliance
- Identify customer sentiment
Boost agent productivity
- Reduce call volume - offload repetitive queries to virtual agents
- Enable real-time assistance 24/7/365
- Provide next best actions
- Improve employee retention thus reducing operational costs
How it works
AWS CCI solutions cover three main uses cases found in the contact center: Self-service virtual agents, Real-time analytics & agent assist, and Post-call analytics. Each use case can be addressed by a solution comprised of a specific combination of AWS AI services and is also available through select AWS Partners.
Self-service virtual agents
CCI Self Service solutions enable companies to build powerful virtual agents, chatbots, and conversational Interactive Voice Response (IVR) systems.
This solution helps customers find answers faster and complete transactions without the assistance of a live agent 24/7/365.
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Real-time call analytics & agent assist
CCI Real-time Call Analytics & Agent Assist solutions provide AI-powered conversation analytics in-real time, allowing agents and supervisors to better understand and respond to customer needs quickly. This solution helps to increase agent effectiveness and improve the customer experience by quickly finding relevant and actionable information from knowledge bases.
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CCI Post-Call Analytics solutions provide insights from recorded conversations that help agents and supervisors better understand customer needs, identify call drivers, and detect emerging trends. This additional information helps agents to resolve customer issues faster, supervisors to identify agent coaching opportunities, and boost overall operational efficiency.
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Underlying AI services: Amazon Transcribe Call Analytics, Amazon Transcribe, and Amazon Comprehend, Amazon Chime Voice Connector, and Contact Lens for Amazon Connect.
Contact an AWS CCI Partner to learn more and get started
AWS Partners have made it easier to add intelligence to your existing contact center solution. Engage an AWS (Consulting) Partner to help get started, or accelerate deployment with a turnkey solution from an AWS (ISV) Partner. Learn more about these Partners by visiting the AWS CCI Partner page.
Learn more about the underlying services
AWS offers several flexible approaches you can use to implement a machine learning-based contact center intelligence solution to automatically add intelligence to your existing contact center. If you want to build a solution on your own, explore the underlying services of AWS CCI, including Amazon Comprehend, Amazon Kendra, Amazon Lex, Amazon Polly, Amazon Transcribe, and Amazon Translate. Combined together or used separately, these services can provide a powerful way to improve customer experience and agent productivity.
Be sure to check out our new Amazon Transcribe Call Analytics offering that uniquely provides conversation insights through a single API.
Amazon Comprehend is a natural language processing (NLP) service that uses machine learning to find insights and relationships in text. The service identifies the language of the text, extracts key phrases, places, people, or brands, understands the sentiment in text, and automatically organizes a collection of text files by topic. You can train Amazon Comprehend to analyze customer calls to automatically extract conversation insights such as call sentiment, call drivers, and emerging trends.
Amazon Kendra is an intelligent search service powered by machine learning. Using Amazon Kendra, you can stop searching through troves of unstructured data and deliver the right answers to your customers through self-service chatbots, virtual agents, or IVR systems. Similarly, Amazon Kendra better understands what your customers are asking and can provide more relevant answers that assist your agents to resolve issues faster and boost customer satisfaction.
Amazon Lex is a service for building conversational interfaces into any application using voice and text. Amazon Lex provides the advanced deep learning functionalities of automatic speech recognition (ASR) for converting speech to text, and natural language understanding (NLU) to recognize the intent of the text, to enable you to build applications with highly engaging user experiences and lifelike conversational interactions. With Amazon Lex, the same deep learning technologies that power Amazon Alexa are now available to any developer, enabling you to quickly and easily build sophisticated, natural language, conversational bots (“chatbots”).
Amazon Polly is a service that uses advanced deep learning technologies to turn text into lifelike speech. With Amazon Polly, you can engage customers with natural sounding voices for your virtual contact center agents, interactive voice response (IVR) systems, and chatbots. With dozens of lifelike voices across a broad set of languages, you can build a self-service customer experience that works in many different countries.
Amazon Transcribe Call Analytics (NEW!)
Amazon Transcribe Call Analytics is an ML-powered API for extracting conversation insights to improve customer experience and agent productivity. With Transcribe Call Analytics, you can analyze customer conversations to get turn-by-turn transcripts and actionable insights that can be added into your call applications. The API combines powerful speech-to-text and natural language processing (NLP) models that are trained specifically to understand customer service and sales calls. With Transcribe Call Analytics, you can get valuable intelligence such as customer and agent sentiment, call drivers, and conversation characteristics such as non-talk time, interruptions, loudness, and talk speed.
Amazon Transcribe is a fully managed automatic speech recognition (ASR) service that converts speech to text quickly and accurately. With Amazon Transcribe, you can quickly transcribe all of your pre-recorded or real-time customer service and sales calls. Once the call is captured, you can further analyze it with Amazon Comprehend.
Amazon Translate is a neural machine translation service that delivers fast, high-quality, and affordable language translation you can customize. With Amazon Translate, you can enable cross-lingual communications between your agents and customers by adding real-time translation to your contact center applications.
Maximus extracts actionable insights from 7 million minutes of customer calls using a conversation analytics solution from an AWS CCI Partner.
Magellan Health uses AWS CCI and Amazon Kendra to assist agents and reduce average call times by 9-15 seconds.
Vanguard uses AWS CCI Self-service solution to improve call routing accuracy and the odds of first call resolution.
Octopus energy processed 1.8 years worth of customer calls every month using historical call transcription and post-call analytics. They got immediate access to past customer interactions and issue tracking which led to better customer service.
Intuit deployed contact center analytics to support 11,000 agents per day, 275 million minutes of customer interactions each year - providing accurate call transcriptions, automated call metrics, and reduction of long wait times.
Wix built a sentiment analysis solution that expanded their customer sentiment visibility from 12% to 100%.
TSB Bank with help from Infosys uncovers insights with AI-powered Contact Centre Intelligence & Analytics Solutions
AWS Partner Quantiphi talks about elevating customer experiences with AWS CCI solutions
Zillow and Genesys are transforming customer conversations using AWS Contact Center Intelligence
Talkdesk and AWS: What AI and speech-to-text mean for the future of contact centers and a better customer experience
AWS Partner SuccessKPI shares how you can modernize your contact center with AWS CCI solutions