The update also includes a Salesforce integration, a WhatsApp for Business integration, and AI-powered tools for measuring contact center performance. AWS revealed that Amazon Connect is used by tens of thousands of organizations to process over 10 million contact center interactions per day. The new features aim to automate certain customer service tasks and enhance marketing campaigns.
Key takeaways:
- Amazon Web Services is adding more AI features to its Amazon Connect service, which aids companies in running their contact centers more efficiently.
- The new features include an AI-powered segmentation tool that can scan a company’s customer base for buyers with similar interests, and automate certain customer service tasks.
- Amazon Connect includes an integration with Amazon Lex, a tool for creating AI assistants, which can now be enhanced using another AWS machine learning service called Amazon Q.
- AWS is adding a Salesforce integration that will allow users of the customer relationship management platform to leverage Amazon Connect’s routing features, and a WhatsApp for Business integration for fielding user inquiries.