Amazon Web Services (AWS) just released Amazon Connect — its "simple, scalable and reliable service" for running call centers. The service uses automatic speech recognition and artificial intelligence ...

For example, Amazon Q in Connect can detect that a customer is contacting a rental car company to change their reservation, generate a response for the agent to quickly communicate how the company’s ...

The contact center industry is grappling with how to effectively incorporate artificial intelligence (AI), especially as new AI agents are on the horizon. Many legacy systems require extensive ...