AWS re:Invent 2023 - What’s next in contact centers with Amazon Connect and generative AI (BIZ216)

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Overview

This presentation from AWS re:Invent 2023 focuses on the latest advancements in contact centers using Amazon Connect and generative AI. Pasquale DeMaio, VP of Amazon Connect, highlights the challenges faced by traditional contact centers and emphasizes Amazon Connect's cloud-based approach to scalability, innovation, and data-driven optimization. He showcases the platform's evolution, its self-service capabilities, omnichannel approach, and the integration of AI for enhanced customer and agent experiences. Capital One representatives, Chris Short and Ram Mepperla, share their successful journey with Amazon Connect, emphasizing its role in unifying their technology platform, enabling rapid innovation, and improving customer service. The presentation concludes with announcements of new features, including SMS integration, in-app and web-based calling, generative AI for self-service and agent assistance, and Zero-ETL data integration, all aimed at empowering businesses to deliver exceptional customer service.

Introduction and Industry Challenges
- 🤝
  Pasquale DeMaio, VP of Amazon Connect, welcomes the audience and sets the stage for a discussion on the evolution of contact centers and the role of generative AI.
- 😥
  He acknowledges the persistent challenges faced by contact centers, including agent frustration, supervisor limitations, and subpar customer experiences.
- 💡
  He emphasizes Amazon's customer-centric philosophy and its commitment to driving innovation in customer service, citing examples like Prime delivery, Alexa, and Amazon Go.
Amazon Connect: A Cloud-Based Contact Center Solution
- ☁️
  DeMaio introduces Amazon Connect, a cloud-based contact center solution that originated as an internal tool at Amazon and has become one of the fastest-growing services in AWS history.
- 📈
  He highlights the platform's key differentiators, including its cloud-native architecture for scalability and pay-as-you-go model, its self-service capabilities for rapid innovation, and its focus on data and AI for continuous improvement.
- ⚙️
  He delves into the platform's features, such as its intuitive user interface, low-code/no-code approach, omnichannel capabilities, robust data and AI integration, and powerful flow engine for automating customer and agent experiences.
Capital One's Journey with Amazon Connect
- 💳
  Chris Short, Senior Product Director at Capital One, shares their experience using Amazon Connect for credit card servicing, focusing on their goal of creating seamless customer experiences through a blend of AI and human assistance.
- 💻
  He outlines Capital One's commitment to technology investment, highlighting their cloud journey and the development of in-house tools and capabilities.
- 🚀
  Short explains how their initial Connect migration unified their technology platform, simplified their operating model, and enabled rapid innovation, leading to improved customer and agent experiences.
Outbound Dialer Use Case: Capital One's Success Story
- 📞
  Ram Mepperla, Director of Software Engineering at Capital One, discusses their implementation of Amazon Connect for outbound dialing, emphasizing their need to reach customers proactively while adhering to regulatory requirements and ensuring agent efficiency.
- 📊
  He details the challenges they faced with their legacy on-premise solution and how Amazon Connect provided a cloud-based alternative with real-time data access, improved reporting, and enhanced control over their infrastructure.
- 🏆
  Mepperla shares the impressive results they achieved after migrating to Amazon Connect, including a significant increase in call volume, improved voicemail detection, and a higher connection success rate, leading to greater agent satisfaction and better customer service.
The Future of Contact Centers with Amazon Connect
- 🤖
  DeMaio returns to discuss the future of contact centers, focusing on the integration of generative AI for enhanced self-service experiences, agent assistance, and post-contact summarization.
- ✨
  He announces new features and enhancements, including SMS integration, in-app and web-based calling using WebRTC, generative AI-powered agent assist with Amazon Q, and Zero-ETL data integration for simplified analytics.
- 🤝
  He reiterates Amazon Connect's commitment to customer success, highlighting their comprehensive support offerings and their collaborative approach to working with customers.

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Key moments

Pasquale DeMaio introduces himself and the topic of the session.
Pasquale DeMaio introduces himself as the VP of Amazon Connect.
He introduces the topic of the session: contact centers and generative AI.
Pasquale discusses the challenges faced by contact centers and the importance of customer service.
He emphasizes the common challenges faced by contact centers despite advancements in customer service.
He highlights the frustration experienced by agents, supervisors, and customers due to limitations in technology.
He reiterates Amazon's commitment to customer service and innovation.
Pasquale introduces Amazon Connect and its key differentiators.
He introduces Amazon Connect as a cloud-based contact center solution.
He explains the origins of Amazon Connect as an internal tool.
He highlights the global reach and customer base of Amazon Connect.
He discusses the key differentiators of Amazon Connect, including its cloud-based nature, scalability, and innovation acceleration.
Pasquale emphasizes the importance of self-service, omnichannel capabilities, data and AI, and a unified vendor solution.
He stresses the importance of self-service in configuring and managing contact centers.
He discusses the significance of omnichannel capabilities and Connect's unified approach.
He highlights the role of data and AI in driving innovation and improving customer experiences.
He emphasizes the benefits of having a single vendor solution for the entire contact center ecosystem.
Pasquale showcases customer success stories and industry recognition for Amazon Connect.
He presents examples of customer success stories, highlighting the diverse range of businesses using Amazon Connect.
He mentions industry recognition for Amazon Connect, including its leadership position in the Forrester Wave and Gartner Magic Quadrant.
Chris Short and Ram Mepperla from Capital One share their journey with Amazon Connect.
Chris Short introduces himself and Capital One's focus on credit card servicing.
He provides context on Capital One's mission and technology investments.
He discusses Capital One's cloud journey and their commitment to innovation.
He explains their initial goals for migrating to Amazon Connect and the benefits they achieved.
He highlights the rapid innovation and operational flexibility enabled by Connect.
He discusses Capital One's focus on building seamless cross-channel customer experiences.
Ram Mepperla explains the use case of outbound dialing and the challenges they faced with their legacy platform.
He describes their decision to migrate to Amazon Connect for outbound dialing and the successful implementation process.
He shares key metrics demonstrating the improvements achieved with Connect, including increased voicemail detection accuracy and connection success rates.
He outlines Capital One's future plans for scaling Amazon Connect across the enterprise and building a robust ecosystem around it.
Pasquale DeMaio returns to discuss the importance of focusing on customer, agent, and supervisor experiences.
He thanks Capital One for their partnership and highlights the importance of customer success.
He emphasizes the need to focus on customer, agent, and supervisor experiences in contact center operations.
He discusses the importance of meeting customers in their preferred channels and providing seamless omnichannel experiences.
He announces new features, including SMS integration and in-app/web-based calling using WebRTC.
He discusses the use of generative AI for self-service experiences and the importance of accuracy and control.
He highlights the role of agents in delivering exceptional customer service and the need to empower them with the right tools and technology.
He discusses the importance of reducing agent workload and improving efficiency through automation and AI-powered assistance.
He emphasizes the benefits of Amazon Connect for supervisors, including powerful metrics and analytics, real-time data access, and AI-powered insights.
He discusses the benefits for administrators, including rapid deployments, simplified management, and AI-powered schema matching for customer profiles.
Pasquale concludes by summarizing the key benefits of Amazon Connect and its role in driving innovation in the contact center industry.
He showcases the no-code UI builder for agent guides and the integration of third-party applications.
He reiterates the value proposition of Amazon Connect as a seamless, unified solution that empowers businesses to innovate and deliver exceptional customer service.
He mentions the availability of support and resources for customers.
He invites attendees to a customer appreciation event and highlights upcoming breakout sessions.