This ebook explores how generative AI is transforming customer experience (CX) through three essential contact center use cases: Enhanced self-service, intelligent agent assistance and advanced conversational analytics. You'll get practical guidance on implementing generative AI through real-world success stories and a strategic framework to help you stay ahead of the CX curve.
Through real-world examples from DoorDash, NatWest Group and Neo Financial, discover how companies are achieving significant improvements in response times, agent productivity and customer satisfaction. The guide includes practical implementation strategies, data considerations and governance controls to help you successfully begin your generative AI journey in CX.
Key takeaways:
- As contact centers struggle with rising costs and agent turnover, organizations leveraging generative AI through Amazon Connect are seeing up to 45 percent gains in productivity and significant improvements in customer satisfaction.
- Leading companies like DoorDash and NatWest Group are gaining competitive advantage by implementing generative AI across self-service, agent assistance and analytics use cases, creating more personalized experiences and faster issue resolution.
- By 2025, generative AI will fundamentally transform contact center operations, creating opportunities to elevate service delivery through strategic automation while empowering agents with AI-enhanced capabilities to handle more complex customer needs.
Ready to begin your AI journey? Amazon Connect is an AI-powered customer experience solution that delivers seamless, personalized experiences across all channels. It optimizes the entire customer journey without cost-driven compromises.
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