Nawaz Varda

Every organization is building AI agents, but few have made it to production. You can't prove it works, you can't prove it's responsible, and compliance won't sign off.

Discover how to build intelligent email processing systems in Amazon Connect using AI-powered intent detection. This session will show you how to develop solutions that automatically classify customer emails, extract key information, and generate pre-populated cases using natural language processing.

Discover how to set up effective interactive voice response (IVR) experiences in Amazon Connect by combining structured and unstructured conversation designs. Through hands-on exercises, learn when to use structured pathways for specific outcomes versus unstructured approaches for handling ambiguous inquiries.

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.

Customer service agents want to help customers and deliver great results for their business, but too often suboptimal agent desktops and technologies can make it harder to deliver superior service. Join this chalk talk to learn how to apply the latest ML and agent application capabilities in Amazon Connect that provide your agents and managers with the right insights and the tools they need...