The Challenge of Personalization in Customer Service
Companies handling a high volume of interactions often face a common issue: customers feel like just another number. A clear example is Florida Technical College (FTC), which received thousands of inquiries each month from students and prospective applicants but lacked an effective way to personalize communication and improve the user experience.
Previously, their support team had to manually respond to every inquiry, leading to long wait times and a low enrollment conversion rate. They needed a solution to move from simple contact to genuine engagement with students.
The answer was Amazon Connect and GenAI, combined with our ConnectPath solution.
How Amazon Connect Transforms Customer Experience
Amazon Connect is designed to create seamless, personalized, and frictionless interactions. With AI integration, companies can enhance the customer experience on multiple levels:
- Automated and personalized support: GenAI-powered conversational bots recognize users and their needs.
- CRM and database integration: Enables real-time access to key information, speeding up responses.
- Real-time interaction analysis: Identifies patterns and predicts customer needs.
For FTC, this transformed their student support system. With Amazon Connect, they reduced response times by 40% and increased applicant conversion rates by 30%.
ConnectPath: Taking Engagement to the Next Level
At Cloudhesive, as an Amazon Connect Partner, we developed ConnectPath to further enhance Amazon Connect and ensure effective customer communication.
- Intelligent virtual assistants provide information in seconds without human intervention.
- Automated follow-up processes for students, customers, or prospects, preventing lost opportunities.
- True omnichannel integration with WhatsApp, email, SMS, and social media for a seamless experience across all channels.
With ConnectPath, FTC not only improved the efficiency of their contact center but also achieved higher engagement with students, delivering personalized responses in record time.
Is Your Company Ready to Transform Customer Experience?
Customer engagement is no longer optional—it is a key competitive advantage. Companies like FTC are already leveraging Amazon Connect and GenAI to strengthen customer relationships and improve service quality.
Do you want to enhance personalization and engagement in your contact center? At Cloudhesive, as an Amazon Connect Partner, we help you implement the best solutions to elevate the customer experience.
Contact us today to discover how AI can transform your customer service.
