AWS Connect Wisdom

Streamline your contact center with AWS Connect Wisdom and automatically detect customer issues and receive real-time recommendations.

What is Amazon Connect Wisdom?

It can take an agent a lot of time to navigate all the various resources, which means that the customer has to wait extended periods until the agent has located the specific request. Customers can use ML in conjunction with Amazon Connect Wisdom to search for answers in linked repos based on phrases and questions just as a customer would ask, enabling agents to find relevant results rapidly.

Amazon Connect Wisdom leverages machine learning to significantly reduce agents’ time researching answers. When a customer has a specific question, such as ‘How much is shipping?’, agents can swiftly type in the phrase word-for-word and find answers instantly. This allows agents to use AI to search an integrated database with queries based on precisely how a customer would phrase the question.

Wisdom explores numerous repositories, searching for the most relevant information and finding the best answer for the customer. Customers can use ML in conjunction with Amazon Connect Wisdom to search for answers in linked repos based on phrases and questions just as a customer would ask, enabling agents to rapidly find relevant results.

Customers will be able to link knowledge repositories such as FAQ stores, system files, and internal wikis together with built-in connectors like Salesforce and ServiceNow. To provide agents suggestions and answers, Wisdom utilizes real-time voice analytics to identify customer issues during calls. Wisdom is instrumental in the prevention of delays in reporting and customer satisfaction.

Machine Learning

When a customer has a specific question, such as “How much is shipping?,” agents can swiftly type in the phrase word-for-word and find answers instantly. Using machine learning, Wisdom explores numerous repositories searching for the most relevant information and finds the best answer for the customer.

Real-time recommendations

Amazon Connect Wisdom harnesses real-time analytics with Contact Lens, empowering you to pinpoint customer challenges during calls effortlessly and promptly suggest solutions for a seamless resolution. Contact Lens for Amazon Connect enhances this capability with its advanced machine learning technology that transcribes calls, applies natural language processing, and enables intelligent search functions. These features give contact center managers a better understanding of the sentiments and trends in customer conversations, identifying crucial feedback and training opportunities without the need for coding or machine learning expertise.

Gone are the days of manual agent searches, as Amazon Connect Wisdom streamlines the process. If a customer contacts a business regarding a malfunctioning washing machine, Amazon Connect Wisdom swiftly recognizes the model and presents the agent with a tailored warranty claim method document, saving time and enhancing customer satisfaction. Agents have the ability to evaluate search queries and real-time recommendations at their fingertips, allowing for instant feedback through simple thumbs up or thumbs down interactions.

The metadata produced by Contact Lens offers a valuable resource for deeper analysis when utilized through platforms such as Amazon QuickSight or Tableau. This metadata can be seamlessly exported and integrated with these analysis tools, enabling users to extract meaningful insights efficiently. Additionally, by combining Contact Lens metadata with other datasets, analysts can achieve a more comprehensive understanding and enhance their data-driven decision-making processes.

Progress with feedback

Agents play a key role in improving Wisdom suggestions by grading the effectiveness of knowledge articles in addressing client questions with a thumbs up or thumbs down. Agents can also leave unfastened comments, which help managers keep knowledge articles updated and raise their standards.