Amazon Connect Wisdom is the perfect way to help guide your agents and get the most out of data lying in your Knowledge Base.
Today’s consumers expect quick and personalised customer service, and they don’t want to be left waiting in line or waiting for a chat while an agent searches for an answer or missing info, amazon wisdom plugs the gap by guiding agents in real-time toward the next best action they can take on call.
Amazon Connect Wisdom uses machine learning to significantly reduce the time spent by customer service agents searching for answers in siloed databases. This allows agents to use AI to search an integrated database with queries based on precisely how a customer would phrase the question.
Wisdom works on top Contact Lens for Amazon Connect which is the real-time speech analytics tool.
Amazon Wisdom also has built-in connectors for Salesforce and ServiceNow, We can hook up an S3 bucket for other third-party integrations.
Amazon Contact Lens for Supervisors
The Amazon Connect contact lens system offers real-time analytics to help supervisors to do quality scoring by listening or downloading the recordings.
Supervisors can see what words are being spoken by the customer during a live call, and they can also do silent monitoring and agent guidance. If supervisors find that a customer is speaking negatively about their employer or other individuals, they can take appropriate action.
You can define rules with specific terms, such as “unhappy”, “horrible quality”, and “cancel”. By using NLP, you can match and categorize similar words to create categories.
Supervisors can turbocharge the customer experience by guiding agents in real time using Contact Lens. This helps ensure that everyone is on the same page and that interactions are completed quickly and efficiently.
Amazon Wisdom to guide Agents for Next Best Action
ML-powered Knowledge Search can significantly enhance the agent’s experience, providing them with access to more relevant and accurate information. This can help the agent find the information they need quickly and easily, increasing their efficiency and productivity.
If a customer speaks about a particular discount on a travel package, the agent may be able to find the right suggestion for the customer. For example, if the customer is looking for airfare deals, the agent might be able to find discounts through airline companies or special offers from luxury hotels.
Wisdom will also analyze the caller’s conversation to see if there are any topics or trends that may be of interest. If so, Wisdom may provide multiple suggestions on which agents may or may not take action.
Suggestions from Wisdom can be continuously improved, it accepts data in Question and Answer form.
Amazon Connect in conjunction with Contact Lens and Wisdom offers the next generation Agent and Customer Experience driven by Machine Learning, if you want to know how we at DataSleek can help you on this journey you can schedule a demo with us
