AWS Connect Wisdom
What is Amazon Connect Wisdom?
Amazon Connect Wisdom leverages machine learning to cut down the time agents invest in researching answers. Traditionally, articles, wikis, and FAQs have been all scattered across segregated repositories and silos, with new content being added regularly.
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 of time 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 rapidly find relevant results.
Customers will be able to link together knowledge repositories such as FAQ stores, system files, and internal wikis 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.
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.
Amazon Connect Wisdom uses real-time analytics in conjunction with Contact Lens so you can automatically detect customer difficulties during calls and then suggest information quickly to help find a solution, avoiding the need for an agent to search manually.
When a consumer calls a business about something such as a broken washing machine, Amazon Connect Wisdom recognizes the model and suggests a warranty claim method document to the agent. To enhance the quality of material produced over time, agents can assess search queries and real-time recommendations with a thumbs up or thumbs down.
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.
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