AWS has announced Contact Center Intelligence (CCI) solutions—a combination of services powered by AWS’s machine learning technology to help enterprises add ML-based intelligence to their contact centers.

AWS CCI solutions let organizations leverage machine learning functionality such as text-to-speech, translation, enterprise search, chatbots, business intelligence, and language comprehension in their current contact center environments. Customers can now implement contact center intelligence machine learning solutions to aid self-service, live-call analytics and agent assist, and post-call analytics.

The new solutions were announced in an Amazon News blog post by AWS developer advocate Alejandra Quetzalli.

Currently, AWS CCI solutions are available through partners such as Genesys, Vonage, and UiPath for integration into existing enterprise contact center systems.

CCI offers contact center solutions through AWS pre-trained machine learning services to aid at a variety of points in the contact center workflow. The solutions are focused on three stages of the contact center workflow: Self-Service, Live Call Analytics and Agent Assist, and Post-Call Analytics.

Self-Service: Amazon Lex and/or Amazon Kendra support self-service by integrating chatbot and ML-driven IVRs (interactive voice response) responses for contact centers’ most common customer questions.
Live Call Analytics & Agent Assist: Enables the creation of real-time machine learning capabilities through Amazon Transcribe and Amazon Comprehend to drive staff productivity and engagement.
Post-Call Analytics: Uses AWS speech and text services, Amazon Transcribe, Translate, Comprehend, and Kendra, to automatically translate and analyze customer conversations for feedback loops, improving customer service.

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