In this episode of the Amazon Connect Podcast, hosts Marc Rudkowski and Douglas Park delve into the transformative role of AI in enhancing customer service. They discuss new feature releases and explore how AI technologies like QinConnect are revolutionizing contact centers by streamlining self-service and agent interactions. Discover how AI-driven solutions are reducing the need for human intervention, optimizing workflows, and providing personalized customer experiences. Tune in to learn how AI is not just a tool but a pivotal component in reshaping the future of customer service. #AWS #AmazonConnect #QinConnect #AI #TheAmazonConnectPodcast

References:

• Amazon Q in Connect
• Blog / Youtube Posts:
  • Optimizing your knowledge base for Amazon Q in Connect | AWS Contact Center
  • AWS re:Invent 2024 - Reimagine end customer self-service with Amazon Connect (BIZ223-NEW)
• Documentation
  • Enable Amazon Q in Connect for your instance
  • Use generative AI-powered self-service with Amazon Q in Connect
  • Use Amazon Q in Connect for generative AI–powered agent assistance in real-time
  • Customize Amazon Q in Connect

Exploring the Latest in Amazon Connect: Innovations and Insights

Description: Join hosts Marc Rudkowski and Douglas Park as they dive into the latest updates in Amazon Connect. From enhanced flow designer UI features to proficiency-based routing, discover how these innovations are transforming customer and agent experiences.

Highlights:
The strategic importance of flow designer UI enhancements Parallel AWS Lambda execution and its impact on contact flows Proficiency-based routing: A game-changer for contact centers The role of AI in modernizing customer service

Tune in to learn how these advancements can elevate your contact center operations!

Hashtags: #AmazonConnect #CustomerExperience #AI #ContactCenter

The very first episode! Marc and Doug give an overview of why this podcast exists, what they hope to acheive and talk about some of the key differentiators for Amazon Connect.