Amazon Connect end-customer self-service

Turn basic Q&A into intelligent problem-solving. AI agents adapt to each customer's needs - whether it's quick answers or step-by-step guidance. They track context, remember history, and take decisive action to resolve issues. Built-in guardrails allow for reliable, consistent service.

Power your voice experiences with Amazon Nova's advanced speech technology. Design, test, and optimize voice interactions that scale efficiently while maintaining quality. Easily integrate with leading speech providers to create your ideal customer experience.

Using a drag-and-drop workflow designer, create dynamic conversations that understand customer intent, ask follow-up questions, and deliver personalized responses based on customer profiles - all without writing code.

Gain comprehensive performance insights across self-service experiences. Built-in analytics provide a unified view of customer engagement, pain points, and drop-offs, allowing you to quickly optimize underperforming areas and drive personalization. Leverage detailed dashboards to analyze performance and rapidly optimize, boosting satisfaction and efficiency.

Learn how Air Canada transformed their contact centers and interactive voice response (IVR) systems with Amazon Connect, improving customer satisfaction while reducing call volumes by 15% and empowering agents to resolve issues faster.

“Configuring and adjusting NAB’s legacy conversational Interactive Voice Response (IVR) was a time-consuming and inefficient exercise that always involved the vendor. Since migrating our IVR to Amazon Connect, NAB now independently runs reports identifying opportunities to improve the customer experience. We can now make changes in a timelier manner, providing constant iteration and innovation for our customers, while helping ensure all enquiries are directed to a self-service opportunity or the most appropriate banker. The IVR on NAB’s primary phone number receives around 18 million inbound calls per year. Today, thanks to the ability to continually improve our systems ourselves, 69% of those 18 million calls are directed to perform self-service transactions within the IVR, enabling 95% to be completed within channel.” - Mark Baylis, Executive Direct, National Australia Bank

Discover how Rhythm Energy, a Texas-based retail electricity provider, revolutionized its customer service, enhanced self-service options, and achieved significant cost savings by migrating to Amazon Connect.