2021 Fillmore Street #1128

}

24/7 solutions

AWS Connect Wisdom

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?

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.

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 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.

Amazon Connect Partner

An Amazon Connect partner is equipped with the knowledge and experience to help you deploy complex contact center solutions on AWS.

Related Articles

AWS Partner Service Tiers

AWS Partner Service Tiers

This is a status to indicate an organization has proven technical expertise that is directly compatible with AWS tools. It’s a great way to give an organization added value and there are plenty of advantages from advancing through the tiers, from funding to additional resources to funding and additional materials for marketing. The jump from one tier to another is dependent on how many certified individuals are in the organization and their relative experience working with Amazon Services.

Which AWS Certification Should You Get?

Which AWS Certification Should You Get?

Amazon Web Services cloud technology is a continuously growing field with plenty of opportunities on offer. While the inner workings of the cloud is not knowledge that can be easily picked up and utilized, the AWS cloud is not completely esoteric either. Amazon provides several different avenues for becoming certified in how to work with AWS with study material and exams to pursue as a means of further expanding potential business opportunities.

AWS Free Tier

AWS Free Tier

Understandably, making the jump to the AWS cloud is not an easy investment to evaluate, especially from the perspective of a startup. Fortunately, AWS is generous enough to provide some hands-on experience with its various tools and utilities free of charge for either a short period of time or indefinitely depending on the service type. Here’s a rundown of everything you can expect from AWS’ Free Tier.

Free AWS Services List

Download this FREE list of all 200+ AWS services and ensure that you're using the optimal services for your use case to enhance efficiency and save money!

Download our 10-Step Cloud Migration ChecklistYou'll get direct access to our full-length guide on Google Docs. From here, you will be able to make a copy, download the content, and share it with your team.