Jeremy Puent

Every organization is building AI agents for inbound, but who's automating outreach? In this workshop, you become a carrier responding to a device safety recall.

Delivering exceptional customer service and support is challenging, as they demand attention across numerous touch points, like physical products, product documentation, and mobile customer support apps. This chalk talk explores specific strategies for elevating your customer experience with Amazon Connect.

In this workshop, learn how to create large language models (LLMs) to analyze Amazon Connect Contact Lens data, then use it with step-by-step guides to transform your agents into superstars by helping them emulate the best practices of the top performers on your team.

Contact center agents can struggle to identify and respond appropriately to different types of critical customer asks and situations. For example, someone contacting an airline about travel to visit a sick relative is going to be in a heightened emotional state.

Customers expect consistent, personalized engagement, whether they are contacting you or you are contacting them. In this chalk talk, learn how to blend proactive outbound contact strategies and automation with your inbound contact center, improving issue resolutions and outcomes.

Legacy customer care engines are often comprised of functional silos, forcing customer experiences to reflect these boundaries. For example, many call flows start with a menu (IVR), then queue music (ACD), then an agent (PBX).