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AWS Makes AI for Call Centers Available Through the AWS Partner Network
Artificial intelligence (AI) has been cropping up across many industries, and it has a big role to play the call center. AI can be used to map the customer journey and determine the next best steps, providing agents with the resources they need to close a call or support session quickly. It can pick out trends – good or bad – and evaluate the efficiency of processes.
Amazon Web Services (AWS) has taken steps to make AI available to more contact centers with the introduction of AWS Contact Center Intelligence (CCI (News - Alert)) solutions, a combination of services designed to empower customers to easily integrate AI into contact centers, made available through AWS Partner Network (APN) partners.
AWS CCI has solutions for self-service, live-call analytics and agent assist, and post-call analytics, making it possible for customers to quickly deploy AI into their existing workflows or build completely new ones, according to the company, which announced the new capabilities in a blog post.
“We want to make it easy for our customers with contact centers to benefit from machine learning capabilities even if they have no machine learning expertise,” said Swami Sivasubramanian, vice president of Amazon Machine Learning, AWS. “By partnering with APN technology and consulting partners to bring AWS Contact Center Intelligence solutions to market, we are making it easier for customers to realize the benefits of cloud-based machine learning services while removing the heavy lifting and the need to hire specialized developers to integrate the ML capabilities in to their existing contact centers.”
The new services were designed to make it easy for contact centers to leverage machine learning functionality such as transcription, text-to-speech, translation, enterprise search, chatbots, business intelligence, and language comprehension into current contact center environments. As of today, AWS CCI solutions are available through partners such as Genesys, Vonage (News - Alert), and UiPath for easy integration into existing enterprise contact center systems.
Edited by Maurice Nagle
