Naturally, Amazon Connect is AI and ML-enabled. As well as allowing you to automate customer interactions, features like Amazon Voice ID authenticate your callers in real-time to make voice interactions faster and more secure. And customers can engage with you more quickly and easily with natural interactive voice response (IVR) and interactive chatbots.

In turn, you can understand your customers better and in real-time with full speech-to-text search, sentiment, trend analysis, and alerts through Contact Lens for Amazon Connect. You can identify crucial company and product feedback, track agent compliance with your contact centre standards, train agents, and replicate successful customer interactions. Supervisors can troubleshoot customer issues with a fast full-text search on all transcripts, and receive alerts during live customer calls so they can provide proactive on-the-spot assistance.