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.
Amazon Q updates in Connect
AWS said that it has updated Amazon Q in Connect with the ability to help enterprises create “automated and dynamic” self-service experiences.
What that essentially means is that enterprises will be able to use Amazon Q inside Connect to create a virtual chatbot …