A New Standard in Customer Service
María, a frequent airline customer, needs to reschedule her flight. Instead of waiting on hold, she is greeted by a virtual assistant that recognizes her, accesses her travel history, and provides an immediate solution—without human intervention.
This level of service is possible thanks to the integration of Amazon Connect with artificial intelligence (AI). Unlike traditional chatbots with rigid, limited responses, new AI-powered virtual agents using GenAI can understand context, maintain more natural conversations, and effectively resolve issues.
The Evolution of Virtual Agents with AI and Amazon Connect
In the past, virtual agents could only handle basic inquiries. Now, with Amazon Connect and generative AI, they can:
- Understand context and anticipate customer needs.
- Offer conversational responses instead of predefined messages.
- Learn from every interaction and continuously improve.
This benefits not only customers but also human agents, who can now focus on more complex cases and provide a more personalized service.
ConnectPath: Smarter Virtual Agents with a Human Touch
At Cloudhesive, as an Amazon Connect Partner, we developed ConnectPath, a solution that enhances virtual agents by combining Amazon Connect with generative AI.
What makes ConnectPath unique?
- Natural conversations: More fluid and contextual responses, reducing customer frustration.
- Continuous learning: Improves responses based on previous interactions.
- Smart handoff: If the bot cannot resolve an issue, it seamlessly transfers the conversation to a human agent with all the necessary information.
Thanks to this technology, companies in industries such as banking and retail have reduced the need for human intervention in repetitive inquiries by up to 70%.
The Future of Virtual Agents in Contact Centers
AI-powered virtual agents are revolutionizing customer service. With Amazon Connect and advanced solutions like ConnectPath, businesses can enhance operational efficiency without sacrificing the warmth of personalized support.
Want to transform your customer service with AI?
At Cloudhesive, as an Amazon Connect Partner, we help you implement smarter and more human virtual agents.
