AWS Contact Center

AWS re:Invent 2024 recap: New announcements from Amazon Connect

That’s a wrap on AWS re:Invent 2024, an eventful week for attendees visiting from around the world. Throughout the conference, customers across industries took center stage to share how their transformation journeys. These stories highlight how organizations are leveraging the cloud and AI to revolutionize their customer experience strategies and achieve significant business outcomes. Amazon Connect also announced an array of new features, which harness the power of AI, enhance omnichannel functionality, and more.

Business impact in the spotlight

Customers such as State Farm, Toyota, Air Canada, Coinbase, Amazon Customer Service, Frontdoor, Fujitsu, Pearson, and NatWest took the stage last week to share their stories. These stories demonstrated how some of the world’s leading organizations are leveraging Amazon Connect to drive their businesses forward. (Click each company link below to view presentations.)

Innovation Talk: Generative AI for Customer Service

State Farm embarked on a journey to modernize its contact center with an approach grounded in their culture of innovation. Learning from each stage, their optimization increased 0.5% resolution in self-service to over 30%, and transfer rates dropped significantly, while first contact resolution and customer satisfaction scores improved. State Farm continues innovating, exploring generative AI and predictive capabilities, always grounded in their mission of helping customers prepare for the best and recover from the worst.

Delivering omnichannel experiences and self-service

Air Canada showcased how they’re innovating self-service experiences across lines of business, including passenger and cargo. Coinbase outlined their rapid transformation of contact center operations using Amazon Connect, consolidating separate phone and chat vendors into a single, unified omnichannel solution.

Empowering agent productivity

Frontdoor spoke about how they quickly migrated to Amazon Connect, cut customer wait times in half, and are increasing contact center agent productivity with generative AI that helps their agents deliver more personalized service. NatWest highlighted how using Amazon Q in Connect has improved customer intent detection, enabling their agents to deliver more personalized customer service in every interaction.

Using analytics, insights, and optimization

Toyota shared how they’re using Amazon Connect Contact Lens analytics and optimization capabilities to detect emerging themes and unlock insights used by leaders across the enterprise. Fujitsu revealed how they’re leveraging AI-powered optimization features for improved efficiency and cost savings in workforce and quality management.

Learning from Amazon

Amazon Customer Service discussed how they scale to support billions of customer interactions per year with Amazon Connect to deliver convenient, personalized customer experiences. They also shared how investments in generative AI are augmenting customer service interactions worldwide.

Innovating with AWS Partners

Pearson Clinical Assessments revealed how they’re using Amazon Connect and Salesforce Service Cloud Voice to provide agents with a unified workspace that consolidates interactions across voice, chat, and other digital channels.

New innovations from Amazon Connect

Enhance self-service experiences with streamlined configuration and generative AI
Self-service options are a critical component of modern customer service strategies, empowering customers to find solutions independently while reducing support costs and improving overall satisfaction. Amazon Connect unveiled a suite of new features aimed at simplifying and enhancing self-service experiences in contact centers. Leverage generative AI, streamlined self-service configuration, and improved analytics to create more efficient and effective customer interactions.

Personalize proactive outreach and expand channel support
Customers today expect seamless interactions across their preferred channels. Forward-thinking businesses are exploring ways to anticipate customer needs and engage through personalized outreach. Simultaneously, these solutions are transforming the agent experience by consolidating multiple communication channels into a unified workspace, eliminating the need for agents to juggle between different applications and empowering them with streamlined and efficient workflows.

Optimize contact center performance with AI-powered analytics and forecasting
Contact centers are leveraging analytics to revolutionize customer experiences and operational efficiency. Advanced analytics are now essential for understanding customer behavior, optimizing agent performance, and streamlining operations in real-time. Using AI, businesses can uncover deep insights from customer interactions, predict future trends, and make proactive adjustments to meet evolving customer needs. Recognizing the critical role of analytics in modern contact centers, Amazon Connect introduced capabilities to make it easier for customer service organizations to extract more insights from their data, improve forecast accuracy, and drive continuous improvement across all aspects of their customer service operations.

Focusing on the future

As we look ahead to the new year, businesses have an incredible opportunity to elevate their customer service with cloud, AI, and analytics. We are thrilled to see how these latest capabilities will help organizations reimagine and reinvent their customer service experience and contact center operations. To learn more about Amazon Connect, check out our webpage.

Ready to transform your customer service experience with Amazon Connect? Contact us.