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Delivering personalized self-service at scale with AI-powered IVR

Presented by

Jim Kraeutler, Principal Product Manager, Amazon Connect, Amazon Web Services & Connie Watkins, Head of Sales and Business Development, Amazon Connect - AMER, Amazon Web Services

About this talk

Learn how to transform your customer interactions, specifically your IVR, using Amazon Connect’s fully-integrated Conversational AI and voice self-service capabilities. In this webinar, we’ll show you how these tools can improve your IVR systems, reduce costs, and enhance customer experiences as the latest advancements in conversational AI and generative AI usher in a new era, expanding the scope of speech-self service. Learning objectives: Understand the role of IVR and conversational AI in omni-channel customer service Learn how to migrate your IVR to the cloud, while improving customer experience and increasing self-service rates Explore the ways Amazon Connect can modernize speech-self service and IVR experiences
Customer Experience Innovation with AWS

Customer Experience Innovation with AWS

4298 subscribers17 talks
Transform customer experiences with AI-powered Amazon Connect
Amazon Connect, AWS's AI-enabled customer experience solution, offers organizations a powerful way to transform their customer interactions using the same technology that powers Amazon.com's customer service. Through expert-led webinars and case studies, this channel demonstrates how businesses can enhance agent productivity with real-time intelligence, implement effective self-service options, and develop data-driven strategies to improve customer satisfaction. AWS specialists and industry leaders provide practical insights on using Amazon Connect to reduce operational costs while delivering exceptional customer experiences across all touchpoints, making it a valuable resource for organizations at any stage of their customer service transformation journey.
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