Improve customer service w/intelligent call routing in your call center
summary
Vanguard implements an AWS Contact Center Intelligence self-service pipeline that uses Amazon Lex (intents, slots, aliases) integrated with Genesys PureCloud to classify calls and route them to specialized queues, handling peaks of over 200 calls per minute. The team builds an end-to-end MVP, iterates with A/B bot aliases, captures transcripts via Amazon Transcribe, runs Comprehend/Kendra for insights, logs to CloudWatch/Kinesis/S3 and queries with Athena, and reports higher first-call routing accuracy while using the fallback intent to catch unknown queries.
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chapters (14)
- 0:00Intro
- 0:49Why AWS for ML?
- 1:56The AWS ML stack
- 2:49Key drivers for Al in customer engagement
- 4:26AWS AT/ML for contact centers
- 5:22Bring your own telephony
- 8:59Amazon Lex - Components for designing your bot
- 12:42Integrating with Amazon Lex
- 17:22Building the platform
- 18:44Solution design
- 25:18Business impact
- 26:19Informational bot - Amazon Lex and Amazon Kendra
- 27:24Gain channel insights with call analytics
- 30:11Learn ML with AWS Training and Certification
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