"When we first came out, we were really a voice only solution that focused heavily on bringing AI to the contact center [with] scalability, security - the things that are our calling cards for AWS. And pretty quickly, we were able to add more features and get to a bigger feature completeness," Pasquale DeMaio, vice president and general manager of Amazon Connect at AWS, told me.
"Now, we offer channels across everything from, chat, email - coming out as we speak - and also SMS, WhatsApp, Apple Messaging for Business," DeMaio stressed that AWS built Connect as an end-to-end solution that is now in use by over 14,000 external customers, as well as Amazon.com itself.
"To ensure these external-facing conversations don't go off track, AWS allows businesses to set customized guardrails to keep the conversations on track, reduce hallucinations and help the bots adhere to a company's preset policies."
"Ideally, all of this frees the human agents to focus on higher-value and more complex interactions," DeMaio noted. And talking about those human agents, Connect is designed to improve efficiency by automating routine tasks.
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