Like many other industries, the Customer Experience industry is set to be revolutionised by the rise of Artificial Intelligence in the form of Machine Learning (ML) and Deep Learning (DL) solutions.
Customer expectations and the role of the contact centre worker are changing in a once in a generation manner. Those at the forefront of these developments will reduce cost, improve the customer experience in ways not yet commonly considered and gain significant competitive advantage. Amazon, considered by many as the world's most customer centric business, are at the forefront of these technologies.
Developed to be used in-house by over 70,000 of Amazon's own customer service staff, Amazon Connect is a unique, 100% cloud based, pay as you go contact centre solution. Based on the same Natural Language Understanding and AI technology used in Amazon Alexa. Amazon Connect is able to deliver a transformative customer service experience.