AWS Amazon Connect service gets new-gen AI updates [Video]

According to AWS, most enterprises aren’t able to cater to customer needs proactively as their data is fragmented across disparate systems, including separate databases, such as the ones maintained for purchases, support tickets, and online interactions.

To solve the issue of siloed data, Amazon Connect creates a unified view of each customer that enterprises can use to proactively address needs before issues arise and conduct outbound campaigns, the company explained.

The unified views are also combined with generative AI-powered recommendations, called smart recommendations, which are built to help campaign managers design their outreach programs.

Connect provides smart recommendations after its internal engine analyzes historical and real-time data.