Generative AI in NEONNOW and Amazon Connect

Generative AI first hit the mainstream with Chat GPT at the end of 2022, and within 5 days after launching in November that year it already had 1 million users. By January, it had widespread adoption.

Those familiar with the Gartner hype cycle know technologies sometimes come and go, but it appears GenAI is really here to stay.  

For those who haven’t seen OpenAIs’s Sora demo a few days back – it has the ability to turn a short text into a high quality video of whatever style you choose. Watch sora in action here

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AI in contact centres

So bringing this to Contact Centres, Amazon Connect and NEONNOW, what does this all mean?  

AWS has made leaps and bounds in accessible GenAI, with the release of Bedrock last year, as well as Amazon Q, which was a large focus of re:Invent last year. Bedrock brings in 3^rd party (as well as AWS’s) Large Language Models for consumption and use for any generative application  - text generation, text autocomplete, text suggestion, classification etc.

Like most AWS services, you set up the service and try it out in the console and build apps using APIs to leverage this great new tech.

On top of this, AWS has also supercharged their Amazon Connect knowledge base platform ‘Q’ (previously Wisdom) to include GenAI – not only can it find a knowledge-base article that matches the caller’s intent, and point you to it, but it can generate short-form answers to these call drivers live. 

At CloudWave, we’ve been working hands-on with these new technologies and have integrated them into our Amazon Connect Overlay NEONNOW, which brings the best of Amazon Connect to market, as well as our suite of additional features and functions – advanced reporting, full omni-channel, Open-Speech IVR tooling and our own Gen-AI services such as real-time Chat summarisation for agents using Amazon Bedrock.

There is a plethora of use-cases around Gen-AI’s ability to classify caller intent, and do something meaningful, in a far more powerful way than traditional Open Speech IVRs can do.  At the simplest, it’s auto-generating utterances to pre-fill an open-speech IVR, and in a more advanced use case, it’s taking utterances and real-time matching to a set of intents.  This can apply to an IVR conversation, but equally so for agent-customer conversations – Amazon Q is listening live, can recommend articles in its knowledge base, but also we can recommend workflows via Amazon Connect’s Step-by-step Guides. This gives the opportunity to recommend custom agent guidance, live for the agent, in multiple ways.  Ultimately, this can shorten agent training time, provide consistency of customer service and shorten handling times.

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Talk to the Contact Centre Experts

At NEONNOW we are experienced at building workflows utilising this AI technology – Whether you want to adopt out of the box AI technology or need a more custom solution for your business we can help you make the right strategic decision for your business.

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