Overcoming common contact center challenges with generative AI and Amazon SageMaker Canvas

Generative AI in contact centers is becoming increasingly crucial, driving customer experience excellence and operational efficiency. The “SageMaker Canvas” tool, embedded with Amazon Bedrock and JumpStart models, empowers the creation of customer-centric, compliance-improved call scripts. Combined with Amazon Connect features, this facilitates seamless, AI-enhanced customer-agent interactions, ensuring prompt issue resolution and personalized support.

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Overview of solution

Generative AI foundation models for contact centers

Generative AI foundation models can help create powerful call scripts in contact centers and enable organizations to:

Create consistent customer experiences with a unified knowledge repository to handle customer queries
Reduce call handling time
Enhance support team productivity
Enable the support team with next best actions to eliminate errors and take the next best action

Creating new call scripts

Use SageMaker Canvas in the AWS environment to generate call scripts for agents, saving time and ensuring consistency in customer interactions.

Enhancing an existing call script

Utilize generative AI to analyze and improve existing call scripts, enhancing the quality and compliance of customer interactions.

Automating post-call tasks

Leverage generative AI to automate post-call tasks such as call summarization and follow-up message creation, improving agent productivity and reducing errors.

Customer post-call analytics

Utilize generative AI for customer sentiment analysis and to understand interactions between customers and agents, enabling improvements in customer satisfaction and agent performance.

Conclusion

SageMaker Canvas generative AI provides a unified workspace for contact centers to improve customer satisfaction, reduce costs, and increase efficiency. It empowers organizations to create hyper-personalized customer interactions, enhance productivity, and gain valuable insights from customer interactions.

About the Authors

Davide Gallitelli, Jose Rui Teixeira Nunes, and Anand Sharma are experts in AI/ML and have extensive experience in delivering innovative solutions in various industries.