Clarence Choi

Attend this hands-on workshop to learn how to create interactive step-by-step guides for customer self-service and agent assistance using Amazon Connect. Learn how to use customer data to both identify self-service opportunities and design more intuitive self-service applications.

Join this chalk talk to learn how Amazon Connect Contact Lens and generative AI can help streamline and automate the agent evaluation process, allowing managers to assess more agent-customer interactions while reducing the amount of time they spend identifying performance issues and coaching agents to help them…

Amazon Connect provides highly accurate forecasting, capacity planning, agent scheduling, time-off management, and intraday management capabilities for handling tasks like overtime, voluntary time off, and reporting.