Erin Hall

In this session, learn how Amazon Connect Tasks makes it easy for you to prioritize, assign, and track all the tasks that agents need to complete, including work in external applications needed to resolve customer issues (such as emails, cases, and social posts). Tasks provides a single place for agents to be assigned calls, chats, and tasks, ensuring agents are focused on the highest-priority...

In this workshop, you learn how to apply AI-powered speech analytics to your Amazon Connect contact center. The solution combines Amazon Transcribe for real-time speech recognition and transcription, Amazon Comprehend to analyze customer interactions and detect sentiment, and Amazon Translate to translate the conversation into an agent’s preferred language.