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Amazon Connect launches AI-powered predictive insights (Preview)

Today, Amazon Connect is launching AI-powered predictive insights that transform how businesses understand and serve their customers. This new feature set builds upon Connect’s existing customer profiles, introducing five recommendation algorithms that leverage AI to analyze customer behavior patterns and interaction history. These AI-powered insights are available for both self-service and agent interactions, enabling businesses to transform all customer touchpoints – from suggesting complementary products during service calls to providing smart product discovery through intelligent chat experiences by leveraging their existing customer data within Connect Customer Profiles. Businesses can also leverage these AI-powered insights to build their Connect AI agent for specialized for sales. The five recommendation algorithms are as follows: “Recommended for You” provides tailored suggestions based on individual user interactions patterns with any catalog; “Similar Items” uses generative AI to suggest alternative products or services; “Frequently Paired Items” powers cross-selling by identifying complementary product or service combinations, “Popular Items” surfaces top-performing product recommendations, and “Trending Now” captures real-time customer interest for timely engagement. With Amazon Connect Customer Profiles, you only pay-as-you-go for utilized profiles. Public preview for AI-powered predictive insights is available in Europe (Frankfurt), US East (N. Virginia), Asia Pacific (Seoul), Asia Pacific (Tokyo), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central). To learn more, visit our webpages for Customer Profiles.
Quelle: aws.amazon.com

Amazon Connect now provides AI-powered case summaries

Amazon Connect now provides AI-powered case summaries for complete context into customer issues, reduce manual wrap-up work, and help resolve cases faster. With a single click, agents can generate a concise case summary even when the case spans multiple interactions, follow-up tasks, and teams, capturing key details such as issue background, actions taken, and next steps. Administrators can configure custom prompts and guardrails to ensure that summaries align with organizational style and preferences. Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions. To learn more and get started, visit the Amazon Connect Cases webpage and documentation.
Quelle: aws.amazon.com

Amazon Connect introduces new criteria to automatically select relevant contacts for performance evaluation

Amazon Connect provides managers with new criteria while setting up automated evaluations, making it easier to identify relevant contacts for evaluation, and providing additional insights to automatically populate evaluation forms. For example, managers can specify that inbound contacts with no connectivity issues, handled by agents in a specific department, should be automatically evaluated using a particular evaluation form. Additionally, managers can use new metrics criteria on agent call avoidance, contact handling efficiency, and audibility, to automatically fill the selected form. This feature is available in all regions where Amazon Connect is offered. To learn more, please visit our documentation and our webpage. 
Quelle: aws.amazon.com