Potencie su centro de contacto con la inteligencia artificial
summary
Amazon Connect presents concrete, deployable features: an omnichannel Streaming API that customers report raises CSAT ~30%, Lex bots buildable in ~2 weeks with automated bot design from recordings, and Voice ID for biometric voice authentication. Contact Lens provides real‑time alerts, postcall summaries and sentiment analysis; Wisdom surfaces relevant knowledge; Tasks tracks and reports followups. Platform claims 5 years in market, >10M interactions/day, >180 new features, and a scheduling ML that improves forecast accuracy to 95%; Fujitsu migrates 4,000 agents in two months.
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chapters (16)
- 0:00Welcome
- 1:04Constant change and customers
- 4:45Customer experience and agents
- 6:11Amazon Connect five years
- 8:05Innovation with AI
- 13:19Customer journey with AI
- 16:19Autoservicio with Amazon Lex
- 20:49Agent experience in video
- 23:24Authentication with Voice ID
- 25:10Customer profiles and Contact Lens
- 28:52Smart search with Wisdom
- 29:55Task management with Tasks
- 32:08No-code contact flows
- 34:42Capacity planning with AI
- 36:48Customer success stories
- 38:19Closing
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