An Introduction to Data Driven Customer Engagement
summary
Overview of AWS contact centre tooling with concrete claims and components rather than marketing fluff. Amazon Connect is a cloud contact centre with skills-based routing, all calls recorded, WebRTC voice, chat parity, five steps to create an instance in ~5 minutes and a listed rate of 1.8 cents USD per connected minute. Integrations use AWS Lambda, Amazon Polly and Lex for IVR and NLU, with Transcribe, Comprehend, Personalize, Kendra and SageMaker available for analytics and prediction. Reported outcomes include ~50% cost reduction and up to 10x TCO improvement.
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chapters (6)
- 0:00Start
- 4:20Amazon customer service tenets 1. Relentlessly advocate for customers
- 6:33Customer engagement challenge
- 11:46AWS Cognitive CX portfolio
- 15:59Automation
- 18:40Unified agent experience
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