Amazon Web Services, Amazon Connect is adding more artificial intelligence features to its service. Thus, companies will be able to operate their own contact centers. The first development introduced for Amazon Connect is an artificial intelligence-supported segmentation tool happened. The tool can scan a company’s customer base for buyers with similar interests. To give an example; If you’re an online retailer, you can ask AI to find consumers who place at least three orders per month.
After marketing professionals create a customer segment automatic campaigns can create. These automatic campaigns stand out because they can be activated at the right moments. In this context, the campaign can detect when online customers abandon their shopping carts and offer them a discount to prevent lost sales. This feature can also be activated in response to other events.
New features offered within the scope of the update include automating certain customer service tasks. Amazon Connect, a tool for creating AI assistants Amazon Lex ile integration Let’s point out that you installed it. Companies can now develop these assistants using the AWS machine learning service Amazon Q.
According to AWS, Lex-powered assistants using Amazon Q will be able to incorporate data from a company’s internal applications and other sources into its output. According to the information shared by AWS; The travel industry is also among the usage segments. In this example, when a customer asks about rebooking options for a flight, a Lex-powered assistant will be able to consider data points, such as the type of ticket the customer purchased, before responding.
Amazon Connect integrates with Lex and Amazon Q, as well as other services. AWS adds to Amazon Connect Salesforce integration It highlights the steering features of the vehicle. These features automatically direct each customer request to the most equipped representative.
However, Amazon Connect WhatsApp for Business It will have integration. Thus, contact center representatives will be able to answer user questions through the popular messaging application.
with update AI-powered tools to measure contact center performance It also takes its place in Amazon Connect. New artificial intelligence features enable a more comprehensive examination of contact center performance data and make it possible to identify areas for improvement. According to the data announced by AWS; Amazon Connect tens of thousands of organizations It is used by. Amazon Connect customers per day More than 10 million contact center interactions It’s working.
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