Marwan Bassyouni

Learn how to build intelligent workflows that bridge customer interactions with back-office operations using generative AI capabilities in Amazon Connect. Discover practical techniques for automating case management, streamlining tasks, and generating AI-powered responses and resolution guides.

Attend this hands-on workshop to explore how combining Amazon Connect email capabilities with generative AI can improve customer experience and drive operational efficiency.

In this chalk talk, discover how Amazon Connect Chat can enhance customer self-service, reduce average handle time, and lower overall contact costs. AWS experts guide you through creating a proactive website chat experience and triggering chat assistance and bots at the right time to drive higher conversion rates.

In this session, discover how to leverage conversational analytics, generative AI, and customer data to deliver tailored experiences across channels. Learn how to transform fragmented customer data into actionable insights that boost customer satisfaction and contact center productivity.