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Real-time churn prediction with AI powered contact centres (Level 300 | Advanced)

Customer churn is one of the biggest reasons for lost company revenue. Efficient prediction of customer churn is crucial for the business and customer service. In this session, we demonstrate how to build a real-time customer churn prediction solution using Amazon Connect and Amazon SageMaker. We use Amazon SageMaker to train and host a model that predicts churn based on data provided by Contact Lens for Amazon Connect and other customer information. This solution also uses multiple AWS Serverless services to deliver the real-time prediction results to contact centre agents, who can then make timely decisions to retain their customers.

Melanie Li, Senior Specialist TAM – AI/ML, AWS
Nelson Martinez, Senior Specialist TAM – ProdApps, AWS