AIM304: Transform the Modern Contact Center Using Machine Learning & Analytics - a podcast by AWS

Analyzing customer service interactions across channels provides a complete 360-degree view of customers. By capturing all interactions, you can better identify the root cause of issues and improve first-call resolution and customer satisfaction. In this session, learn how to integrate Amazon Connect and AWS machine learning services, such Amazon Lex, Amazon Transcribe, and Amazon Comprehend, to quickly process and analyze thousands of customer conversations and gain valuable insights. With speech and text analytics, you can pick up on emerging service-related trends before they get escalated or identify and address a potential widespread problem at its inception.

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