Amazon Q in Connect: GenAI Contact Center

AI stands to revolutionize the world of customer service, and contact centers are already following suit. In this course, instructor Wendy Wong shows you how to create personalized customer experience (CX) and leverage AI to understand and resolve customer inquiries using Amazon Q in Connect, the generative AI-powered assistant for customer service that delivers customers and agents the information they need to solve issues in real time quickly with ease. Transform your contact center with the power of AI using prompts in natural language to extract data insights and summarize customer calls. By the end of this course, you’ll be prepared to leverage Amazon Q in Connect to help deliver an omnichannel digital experience and increase agent productivity.

Learning objectives

• Discover how to create an AI-powered contact center with Amazon Q in Connect.
• Create personalized customer experience with omnichannel.
• Resolve customer’s enquiries with recommended suggestions.
• Evaluate agent performance with Contact Lens in Amazon Connect.

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