Increase productivity and satisfaction with an intelligent contact center
summary
A blueprint for adding ML to contact centers with concrete results: uses Amazon Connect, Amazon Lex, Polly, Transcribe, Comprehend, Kendra and SageMaker to deliver virtual IVRs, 31‑language speech‑to‑text, sentiment and topic detection, and real-time agent assist. Deployments include a sub‑100‑agent Edcor rollout in four weeks (<40 professional hours), a Deloitte/Amazon Connect PPP build in three weeks, and Maximus scaling to 2,500–5,000 agents with fraud alerts and QM rooms. Claims: cut transfers and hold delays (25‑minute example), enable machine scoring and live supervisor alerts.
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chapters (12)
- 0:00Introduction and agenda
- 1:08Contact center challenges overview
- 3:00Machine learning solutions for contact centers
- 6:18Business benefits of intelligent contact centers
- 7:01AWS AI services for contact centers
- 9:46Self-service with conversational AI
- 11:53Real-time analytics and agent assist
- 13:47Post-call analytics and insights
- 15:58SuccessKPI customer use cases
- 21:39SuccessKPI platform capabilities
- 28:45Next steps and resources
- 30:13Wrap-up and Q&A
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