Live Call Analytics with Agent Assist
Real time call insights and agent assist powered by AWS AI services and Generative AI
Overview
AWS Contact Center Intelligence (CCI) solutions empower your customers to reduce costs, improve customers’ experiences, boost agent productivity by adding AI capabilities to the contact center of their choice – without any ML expertise. AWS CCI solutions use a combination of AWS ML-powered services to provide Self-Service Virtual Agents, Real-Time Call Analytics with Agent Assist, and Post-Call Analytics. Live Call Analytics (LCA) solution can process these live conversation and understand the context of the call and with Agent-Assist, reduce agent fatigue from information overload and provide them with real time suggestions for answers pulled from a knowledge base or other data sources.
Generative AI Call Summarization and Agent Assist
With the latest update to LCA solution, we have extended LCA to provide generative transcript summarization and enabled Generative AI for Agent Assist using Anthropic’s Claude APIs (or your preferred/custom LLM). This enables LLM for query disambiguation and Generative Question Answering with QnaBot on AWS, to improve the quality and contextual relevance of recommendations during a call. Also, explore the interactive chat bot UI component which allows agents to interact directly with Agent Assist bot during a call.
Live Call Analytics with Agent Assist Blog Post
Learn more about Live Call Analytics solution and for latest updates, read the blog post @Â http://www.amazon.com/live-call-analytics
How to demo LCA with Agent Assist?
Watch the video to learn how to launch LCA application and demo its features to your customers. Video recording of a sample call using the demo script – https://broadcast.amazon.com/videos/798983. Phone number for the demo: +16186367642
Disclaimer
This demo runs in a shared environment used for demo purposes only. Please do not upload/use customer’s data/confidential data/sensitive information/PII/PHI
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AIGreenSolutions is a trailblazer in the realm of emerging solutions and AI use cases. As a forward-thinking professional constantly seeking innovative approaches to enhance efficiency and productivity.
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