Nelson Martinez

Every enterprise building agentic AI hits the same wall: AI agents can't deliver trusted guidance without governed knowledge behind them. In this session, learn how AWS solved this internally with an agentic specialist teammate for Amazon Connect powered by a structured knowledge governance framework.

In this chalk talk, discover how to leverage Amazon Connect's telephony network to build and scale your global contact center operations. Learn practical migration patterns for voice architecture, cost-effective transfer configurations between business units, and advanced in-app calling capabilities.

Customer expectations are at an all-time high, and their experiences impact every buying decision they make. This means businesses must be able to exceed their customers’ expectations, despite external factors like product availability that can impact their buying decisions and loyalty.

For the last five years, companies have been successfully using Amazon Connect to deliver differentiated customer experiences and evolve their contact centers at a rapid pace. Join this chalk talk to learn the latest design principles, best practices, and deployment options that are helping companies architect Amazon Connect for highly resilient operations at virtually any scale.

This workshop is intended for Amazon Connect users and data scientists and covers how to predict customer churn and proactively engage agents to retain customers. In this workshop, use real-time transcription and sentiment analysis from Contact Lens for Amazon Connect combined with customer profile data to train a machine learning model using Amazon SageMaker.