The solution describes the best practices and available services in the AWS Cloud to implement a seamless omni-channel experience for a customer interacting with a call center. The interaction can happen via all the popular channels: phone call, mobile or web chat and even smart home devices like Amazon Alexa.
The seamless aspect of the solution refers to the effortless and trouble-free transition between the different means of support: chat with an Artificial Intelligence (AI) powered bot, live chat with an agent or phone support. From this unified solution access Customer Relationship Management (CRM) data and knowledge base information and route the call / chat based on ML Churn / Sentiment prediction within Amazon Connect.
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