Victor Rojo

This session provides AWS Partners and chief technologists a look at how Amazon is using generative AI to continually innovate and develop solutions that drive value for our partners and customers.

Many customers are looking for opportunities to add intelligence to their contact center without degrading the customer experience. AWS Contact Center Intelligence (CCI) is a way for you to meet this customer need.

Virtually every application will have embedded AI capabilities in the future. While some AI applications require custom machine learning models, most of them are served by AI services that developers can access with simple API calls.

With AWS Contact Center Intelligence (CCI) solutions, you can use ML to enhance self-service capabilities, analyze calls in real time to assist agents, and extract insights from customer conversations with post-call analytics. In this chalk talk, learn best practices and how to address common issues when implementing these solutions in the contact center environment of your choice.