Amazon Introduces Advanced AI in Amazon Connect to Elevate Customer Service and Reduce Costs

Amazon.Com, Inc's AMZN Amazon Web Services (AWS) announced new generative AI features for Amazon Connect, its cloud-based contact center. 

These enhancements, powered by large language and foundation models through Amazon Bedrock, aim to improve customer service experiences at a lower cost. 

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Critical updates include Amazon Q in Connect, providing agents with AI-generated responses and actions for faster customer support. Amazon Connect Contact Lens now offers AI-generated summaries of call-center conversations, detecting sentiment and policy compliance.

Amazon Lex in Amazon Connect facilitates creating and improving chatbots and interactive voice response systems using natural language prompts. Amazon Connect Customer Profiles now generate unified customer profiles from various software-as-a-service applications and databases. These features aim to simplify contact center operations and enhance customer experiences.

Amazon Connect has expanded omnichannel capabilities, including two-way SMS messaging and in-app voice calling with video support. These omnichannel and AI enhancements are now widely available, with some in preview.

Recently, at AWS re: Invent 2023, CEO Adam Selipsky highlighted AWS's advancements in generative AI, particularly the Bedrock platform, now serving over 10,000 global clients, including Adidas and United Airlines. AWS introduced the Trainium 2 chip for training large-scale AI models and the energy-efficient Graviton 4 chip. Collaborating with Nvidia Corp NVDA, AWS is enhancing AI model training capabilities.

Price Action: AMZN shares are trading higher by 0.37% at $147.58 premarket on the last check Wednesday.