Data & AI-augmented contact centers

Contact centers hold some of the richest data a company has: every call, chat and email with customers. Most of it is never used, and the AI added so far often makes the agent's job harder, not easier:

• -Calls are recorded but not analysed, so the reasons customers call stay a guess.
• -Agents switch between several tools to find an answer while the customer waits.
• -Bots handle the easy cases badly and send frustrated customers to a human without context.
• -Contact center data sits apart from the rest of the data platform, so nobody links it to sales, churn or product issues.

• AI should help the human on the line first. Suggested answers, summaries and next steps for the agent come before replacing anyone.
• A bot hands over well or it does not ship. The customer never repeats themselves, and the agent gets the full context.
• Contact center data belongs in the data platform. Transcripts, reasons for contact and outcomes join the rest of your data, with the same governance.
• We measure on the contact center's own numbers: handling time, first-contact resolution, customer satisfaction, cost per contact.

1. 01

   Assessment

   Your current channels, call flows, volumes and reasons for contact, and the numbers you track today. We pick the first improvement with the clearest gain.

2. 02

   Amazon Connect foundations

   A new Amazon Connect setup or the migration from your current platform, with routing, queues and channels designed around your reasons for contact.

3. 03

   Real-time and post-call analytics

   Transcription, sentiment and reasons for contact on every interaction, live dashboards for supervisors, and the data landed in your data platform.

4. 04

   Agent assistance

   Answers drawn from your knowledge base during the call, automatic summaries after it, and suggested next steps, all reviewed by the agent before anything reaches the customer.

5. 05

   Self-service that hands over

   Voice and chat bots for the cases they can fully solve, with a handover to a human that carries the conversation and the customer context.

• -A 2-hour discovery on your channels, volumes and the numbers you track.
• -A first improvement in production, usually post-call analytics or agent assistance on one queue.
• -Then the next queue or channel, measured on the same numbers.