Pavan Dusanapudi

When one event impacts hundreds, or even thousands, of customers simultaneously (a cancelled flight, a power outage, a system failure), contact centers cannot scale human agents fast enough. In this hands-on workshop, you orchestrate parallel AI agent teams using Amazon Connect Customer.

Discover how to automate contact center agent staffing exceptions and call-outs within Amazon Connect workforce planning using an intelligent MCP scheduling server.

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...