Amazon Web Services Inc. today announced a new feature for Connect Contact Lens, the company’s artificial intelligence tools for call center work, aimed at assisting workers with after-call work.
Contact Lens provides a suite of tools using generative AI summaries of customer conversations with contact center workers for management to analyze. This is an important part of the contact center ecosystem because supervisors cannot easily listen to the audio of or read through the transcripts of hundreds of thousands of calls for quality assurance and performance purposes.
“We’ve always been very good at collecting data in contact centers, but we’ve always been very poor at making that data actionable – taking and doing something with it – that’s historically been our Achilles’ heel,” said Michael Wallace, America’s solutions architecture leader for customer experience at AWS. “We get data, we don’t do anything with it. Generative AI, one of its great powers is taking broad sets of data and analyzing it to do something with it.”
AWS made post-contact generative AI summaries available for supervisors, quality assurance and quality monitoring teams in March as part of a reporting and analytics system upgrade.
As part of this update, those same summaries will be generated within seconds after a call is over so call center workers can view a summary of their call alongside the pertinent details while doing a post-call report.
Contact center workers have a cumbersome amount of digital “paperwork” to do after a call. This involves summarizing what went on during the call, the actions they took, the resolution and anything the next worker needs to know they can move on to the next call. Much of this is tedium that could be lifted by having a quick summary of what happened during the call written up by a generative AI agent instead.
With the new feature, a generative AI agent will produce a detailed summary that captures key discussion points, issues raised, actions taken and other critical context and generate detailed notes for the worker. They can review this and put it into their notes and submit it before moving on to the next call. Ideally, this will reduce the time spent on the after work portion of the call and maximize the time they’re working with customers.
“The great thing about generative AI is that it can take all that information and distill it down into a summary,” Wallace said. “So, I can have a 20-minute phone call and generative AI will summarize it into a single paragraph. And if I need more there’s still Contact Lens where I can listen to the call recordings, see the screen recordings, see the sentiment scores. I have all that data still. But I only need to look at it if I need to look at it.”
Connect Contact Lens is available for chat and voice summaries via an application programming interface as well as in its dashboard. This means that it can be integrated easily with other contact center applications or analytics software such as Amazon Connect Cases or Salesforce, which will allow agents to update customer records with summaries and take advantage of the platform across their entire system.
Images: SiliconANGLE/Microsoft Designer, AWS
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