Prashanth Krishnamurthy

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.

Join us to explore cutting-edge AI implementations in Amazon Connect that reduce costs while enhancing customer satisfaction. Learn to design effective AI interactions that improve self-service completion rates and reduce agent call times, all while maintaining natural conversations and personalized experiences.

This chalk talk guides you through best practices for content management, ensuring your contact center knowledge bases are optimized for seamless integration with Amazon Q in Connect. Learn how to prepare your content effectively so you can improve the effectiveness of your customer service generative AI assistant.

Join this chalk talk to learn how Amazon Connect Contact Lens and generative AI can help streamline and automate the agent evaluation process, allowing managers to assess more agent-customer interactions while reducing the amount of time they spend identifying performance issues and coaching agents to help them…

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.