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AWS Summit Sydney 2019

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Improving Customer Experience with Amazon Connect – The AI Driven Contact Centre

May 21, 2019

Customer service expectations continue to evolve and call centres are about to change before our eyes. By capturing and analysing customer service interactions, you can better identify the root cause of issues and improve first-call resolution and customer satisfaction. In this session, learn how to integrate Amazon Connect, a modern, cloud-based contact centre, and AWS machine learning services to quickly process and analyse thousands of customer conversations and gain valuable insights. With speech and text analytics, you can pick up on emerging service-related trends before they get escalated or identify and address a potential widespread problem at its inception.

Speakers:
Phillip Zammit, Principal Enterprise Sales Representative, Amazon Web Services
Douglas Park, Senior Solutions Architect, Amazon Web Services

View slideshare »

Resources:

Previous Video
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