I'm taking the opportunity of Amazon Web Services (AWS) re:Invent last November to provide an update on Amazon Connect, the company's flagship contact center solution.
AWS made several feature announcements that expanded Amazon Connect capabilities across the CX technology stack. Rather than enumerating them all, I've mapped Connect's coverage of the CX stack. It now has solid functionality across most building blocks.
Let's delve into Amazon Q within Connect, spotlighting AWS's newly introduced generative AI assistant. Amazon Q brings agent assist and conversation summarization functions to its agent workspace. In typical AWS modular style, Amazon Q integrates with Amazon Connect or embeds in any agent desktop application.
Amazon Q also enables self-service use cases like building conversational bots and associated utterances. It can combine with Amazon Kendra and Amazon OpenSearch to provide AI-generated conversational FAQs when conversational bots can't resolve a customer query. AWS also applies generative AI to streamline tedious but critical knowledge management workflows.
Amazon Q can also be used to help with administrative tasks, such as mapping data sources for Amazon Connect Customer Profiles or querying Amazon Quicksight.
Generative AI is changing how vendors position their AI capabilities - it’s now less about specific algorithms and more about orchestrating different models based on the jobs to be done. During his keynote, Adam Selipsky shared Delta’s use of multiple models tailored to specific customer service inquiries.
AWS offers 300 cloud services, and the ability to easily combine complementary services is a central part of its value proposition. Despite this, AWS positions Amazon Connect as one application rather than a cloud service. Its marketecture shows its focus on the agent, customer, supervisor, and admin experiences.
AWS disclosed 1M+ daily interactions via Connect - suggesting 400K agents on the platform and $750M in revenue run rate. An impressive growth story as Amazon Connect continues to expand its footprint
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