What is Amazon Connect Wisdom?
Amazon Wisdom was first released in 2021, as a part of Amazon Connect it has served contact centers for the last 2 years, and like wine, it has only gotten better with age. In today's world, agents find themselves devoting substantial amounts of time on the phone, even in the case of blended agents managing chat interactions. Customers, driven by the need for swift assistance, grow impatient easily. With dwindling attention spans in a fast-paced environment, the significance of delivering prompt and accurate service has only heightened.
Agents waste precious time searching for information when assisting customers, which ultimately leads to extended handling times and longer wait times. This can cause customers to become increasingly disengaged and frustrated. Even well-constructed knowledge bases can result in this, as agents may need to sift through outdated and irrelevant information scattered across multiple databases or struggle to identify the appropriate articles independently.
Amazon Connect Wisdom provides businesses with a unified platform, offering a single interface for consolidating their extensive knowledge article resources. This comprehensive tool grants agents seamless access to a wealth of information from multiple repositories. While consolidating these databases Wisdom transcribes calls in real-time, detecting customer issues, and prompting agents with article recommendations based on this data. Agents can also use Amazon Connect Wisdom to power their search by surfacing the most relevant content for the agent quickly based on a simple search.
Wisdom seamlessly integrates with Amazon Connect, leveraging machine learning (ML) and Amazon Contact Lens. This powerful combination enables real-time transcription which in turn powers agent article recommendations based on all connected data repositories. As Wisdom continues to learn, its recommendations and insights become increasingly precise. Agents are also able to contribute to these knowledge articles for the most accurate and up-to-date information via agents' comments, all while connecting and streamlining the agent workflow.
What are the top three benefits we see from Amazon Connect Wisdom?
- Faster Call and Chat Resolution Times
- Higher Customer Satisfaction Rates
- Centralized access to customer and business data in a single location, streamlining information retrieval for enhanced accuracy.
This exciting technology is only the base for what is surely coming. With AWS's continued commitment to developing their technology, the advancements to Amazon Wisdom, Amazon Connect and beyond have been continuously occurring since their first release and there is no sign of slowing down.