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Amazon Connect Adds Three New Contact Center Capabilities

New Features Intended to Boost Contact Center Productivity, Reduce Chatbot Design Time, and More

Amazon contact center solutions for CX

Three new capabilities have been added to Amazon Connect, the cloud virtual contact center of Amazon, aimed at improving contact center productivity and customer satisfaction. The capabilities are Amazon Connect Cases, Amazon Connect Outbound Campaigns, and Amazon Lex Automated Chatbot Designer.

Amazon Connect Cases is a case management feature designed to enable more efficient tracking, collaboration, and resolution of customer cases by contact center agents. The feature also allows interactive voice response (IVR) systems and chatbots to leverage case data to drive personalized self-service interactions. For customers wishing to speak with an agent, they are routed to the agent deemed most suitable for the case to speed up handle time and achieve first-contact resolution.

With Amazon Connect Outbound Campaigns, machine learning is harnessed to create outbound promotions for voice, SMS, and email, enabling contact center managers to schedule and launch messaging in high volume by specifying the communications channel, contact list, and content to be sent to customers. The feature includes a predictive dialer that automatically calls customers in a list, but throttles outreach based on agent availability.

For Amazon Lex Automated Chatbot Designer, machine learning helps design chatbots in hours instead of weeks, enabling the analysis of thousands of lines of transcripts within a couple of hours, minimizing developer effort. The generated chatbot design includes common intents, associated phrases, and a list of information that the chatbot will need to resolve issues. Developers can iterate on the design, change chatbot prompts and responses, and then build, test, and deploy the chatbot using Amazon Lex.

Amazon Connect Cases is currently in preview, while Amazon Connect Outbound Campaigns and Amazon Lex Automated Chatbot Designer are now available for use.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.

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