Amazon Connect and GenAI – A superpower for customer service

Artificial intelligence (AI) is generative when it can independently create new content, such as text, images, or audio. In doing so, it relies on existing data and enables companies to offer intelligent solutions that respond to individual customer needs. AWS has recognized the emerging AI promise and is incorporating the possibilities of generative artificial intelligence (GenAI) into the contact center. Using Amazon Connect, companies can reorganize or optimize their customer service. 

Amazon Connect: GenAI for personalized customer service 

How the customer journey is organized determines the extent of customer satisfaction, which is reflected in the key performance indicators. The integration of generative AI in Amazon Connect takes customer centers to a new level of performance. The AI automatically analyses customer inquiries and immediately provides individually tailored answers. As a result, customers feel not only listened to but understood. Their concerns are processed and resolved faster and more thoroughly, ultimately increasing everyone's satisfaction. 

Automating customer interactions means not only less stress for employees but also an improvement in service quality. Agents can now focus on tricky and complex inquiries while AI handles tedious, routine tasks. At the same time, with real-time analysis of customer calls, agent supervisors gain valuable guidance on when they should take over a conversation. In addition, AI tools are also constantly evolving to ensure customer service remains up-to-date and adapts flexibly to customer needs. 

Tips for smart AI tools in the contact center 

Companies should be aware that an AI solution is not an all-or-nothing initiative. A poor database, for example, is a risk, as AI can only work with a sound and accurate database. Here are some tips to keep in mind when integrating generative tools into customer service: 

• Remember that AI can significantly change customer service. For example, it improves interactions between agents and customers, enables personalized experiences, and optimizes self-service.
• Create a list of use cases and prioritize them. Focus on the easy-to-implement improvements and identify the pain points along the customer journey. For example, proofs of concept (PoC), can be used to test new services and technologies with minimal risk.
• Work across departments to realize the full potential of AI.
• Don't just think about chatbots. AI tools offer a wide range of applications such as coaching agents, routing customers to the best resource, providing insights into customer trends, improving authentication - and much more.
• Intelligent tools are a process that takes time. To fully utilize AI’s possibilities, processes and workflows need to be integrated. This requires training, commitment, and a clear company determination to revolutionize customer service.
• Introduce the transformation step by step instead of waiting for a major overhaul project. This will allow you to utilize AI’s benefits more quickly.

A package for a quick start

SoftwareOne helps organizations benefit from automation by scaling customer service quickly, without contracts or minimum monthly fees. With "Quickstart for Amazon Connect,” we offer a service package specifically designed to connect AWS technology and customer service. It allows contact centers to operate in the cloud with Amazon Connect. SoftwareOne integrates Amazon Connect into the company's end-user computing (EUC) and cloud strategy and combines it with the entire AWS tool suite - including AWS Workspaces and App Stream. This integration enables the full potential of the AWS cloud to be realized and allows customer interactions to be managed across channels such as chat, email, and phone.

More than just a contact center

With over 3500 cloud experts and as a leading provider in Software Asset Management (SAM), SoftwareOne is an industry heavyweight. Over 1000 of our employees are certified AWS experts and offer a wide range of products in the AWS Marketplace. The DACH Delivery Centre of Excellence for AWS is particularly noteworthy. We know from experience that the successful application of generic AI depends on how it is connected to an organization's data and processes. That's why SoftwareOne is here to help organizations choose a practical approach. We promote a culture of AI-supported decision-making using smart tools in a wide variety of contexts.