AWS Summit London 2024 - Optimise contact centre workforce performance with Amazon Connect (BIZ302)

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Optimise contact centre workforce performance with Amazon Connect’s AI-powered analytics and optimisation

Contact centers are embracing AI to understand customer sentiment, automate agent evaluations, and optimize workforce schedules. In this session, AWS and NatWest share insights on how Amazon Connect generative AI–powered analytics and optimization capabilities can enhance customer service and boost the efficiency of contact centers by helping managers make wellinformed decisions, access conversational insights, and more accurately forecast contact volumes, thereby allowing for optimization of staffing levels.

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Amazon Web Services (AWS) hosts events, both online and in-person, bringing the cloud computing community together to connect, collaborate, and learn from AWS experts. AWS is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers globally. Millions of customers—including the fastest-growing startups, largest enterprises, and leading government agencies—are using AWS to lower costs, become more agile, and innovate faster.