An overview of Machine Learning (ML) technology in AWS Connect Contact Lens
ML and artificial intelligence (AI) technology embedded in customer service center solutions are changing how businesses manage and personalize service. ML technology uses the customer data generated during calls, texts, or chats to provide valuable analytics to better understand each customer and train agents. Analytics provide businesses with a way to ensure contact centers meet KPIs (key performance indicators) and provide quality service.
Amazon Connect is the full AI and ML-enhanced solution for modernizing and transforming customer contact center management. Amazon Connect Contact Lens is an additional tool that provides contact center analytics and quality management tools for improving center efficiency and productivity. Each works with Amazon Personalize to provide enhanced customer personalization options, from service contacts to sales.
This guide describes how ML technology within Amazon Connect Contact Lens provides valuable analytics to improve customer service center performance.
Understanding the basics of ML in contact centers
Amazon Connect Contact Lens provides data analytics and quality management options to improve customer service levels and ensure compliance. Contact Lens works natively within Amazon Connect. Amazon Connect provides additional services like Amazon Personalize to help businesses leverage customer data to provide customers with personalized services, including assistance or promotional opportunities.
How does ML work in contact centers? ML technology in Amazon Connect performs several key functions using a business’s customer data.
Key ML functions include:
- Natural language processing
- Knowledge base creation
- Self-service chatbots
- Behavioral pairing
Natural language processing (NLP) interprets customer data received through customer contact on supported channels. NLP detects customer preferences and when a live agent is required. Chatbots are popular for first-tier customer self-service and can personalize their responses when customers are known.
Behavior pairing assists live agents with personalized customer recommendations based on the customer’s purchase and service history. Agents reduce call times while also providing quality service. The ML technology becomes a support system for live agents to improve service quality.
The best part of using ML technology within Amazon Connect is that Amazon Connect Contact Lens provides access to various analytics services based on a business’s unique customer data. For example, when customers call, text, or interact with a chatbot, responses are recorded and analyzed. ML can extract user sentiment during the contact and provide insight into how well a live agent handled the contact.
Applications of ML in contact centers
Contact centers using Amazon Connect Contact Lens benefit by enabling multiple tools to analyze customer data from service interactions and purchase history. The applications of ML in analytics include:
- Predictive
- Self-service
- Speech
- Text
ML tools create predictive analytics based on recorded customer interactions. Each interaction is analyzed to provide information on agent performance and how many agents are needed at different times to handle call volumes efficiently. Contact center managers use the analysis to schedule the right live agents at the right times to ensure high-quality customer service.
Similarly, self-service analytics tell managers how well AI/ML chatbots handle customer inquiries. Can customers easily navigate the system, or are they disconnecting? Contact centers use the information to understand where self-service options are needed.
Speech and text analytics use sentiment analysis to interpret the customer’s feelings, regardless of what is said. Real-time analysis helps agent training and provides better quality when agents need assistance. Managers can step in automatically without having to put a customer on hold. The tone of the conversation can tell managers if the agent requires additional training or other options to save the customer relationship.
Enhance contact center security and compliance
ML analytics help managers train and monitor agent performance based on customer interaction data. The analytics are useful to ensure agents receive proper training and comply with company service requirements. Additionally, solutions like Amazon Connect enable managers or other Agents to step in as needed to assist without delaying or extending the contact. Agents become more productive, which helps improve service levels.
For example, with Amazon Connect Contact Lens, service managers can detect and redact sensitive data from customer data to ensure privacy and security requirements are met. Additionally, agents get support automatically to ensure they follow business guidelines for handling service calls. Improve contact center management efficiency by enabling users to train, evaluate, and monitor agent performance using the same tool. Automated evaluations based on every customer interaction improve call quality and service outcomes.
Implementing ML solutions
Successful implementations of ML technology start by using quality tools, services, and providers. Many customers choose Amazon Connect based on experience, capabilities, and availability of third-party service providers. Businesses can also perform the setup independently or use a qualified Amazon partner.
A successful ML implementation begins with a strategic plan that includes an understanding of existing IT technology and service center operation details. Many Amazon partners provide an assessment service to help businesses understand what they have and what they need to maximize contact center operations.
As an Amazon Premier Partner and an Amazon Managed Services Partner, Cloudhesive can help you adapt and transform your organization by leveraging the power of the Amazon Web Services ecosystem. Through our consulting services, ConnectPath CX CCaaS platform, and next-generation managed services, we focus on operational excellence, security, reliability, and application optimization.
Measuring the impact of ML in contact centers
ML technology impacts contact center management positively when implemented correctly. Many contact centers see an ROI through improved quality measures, including:
- Reduced call times or faster call resolution times
- Reduced call volume
- Maximized first contact resolution (FCR) values
- Improved customer satisfaction scores
Reaching a maximum ROI sooner rather than later increases business value and builds customer retention. Customer contact centers that are managed efficiently measure service quality outcomes through a variety of unique KPIs, including call time, FCR, call volume, and customer satisfaction (CSAT) scores.
Future trends and innovations
The future of ML/AI technology in customer service is unknown. Current technology improves service levels and enables businesses to personalize customer service to build stronger business results and loyal customers. ML technology will advance and provide individually tailored customer programs and interactions. ML will improve future forecasting for product demand to manage supply chains better and ensure customer satisfaction.
ML/AI technology will expand to provide financial support for customer transactions and help improve data privacy and security. ML can learn to spot security vulnerabilities and even alert agents when fraud is suspected. However, ML/AI technology is currently challenged by data quality and algorithmic bias. Whether ML/AI technology ultimately lives up to current expectations depends on correcting ethical concerns and making the technology easily consumable. Contact centers can prepare for the future by starting with Amazon Connect and Amazon Connect Contact Lens today.
Amazon Connect provides various services and tools businesses can use to create and manage customer contact centers productively and efficiently. By leveraging pre-built tools loaded with ML/AI technology, contact center management becomes valuable for building personalized customer relationships and enabling agents to provide quality service.
Looking for more information on AI/ML technology? Get started today with Amazon Premier Partner CloudHesive. We can help any organization experience the benefits and power of Amazon Connect to improve customer satisfaction through consistent, organized, and personalized customer service. Contact us today!
