Operata was at AWS re:Invent 2023 last week, and we were excited to see the announcements about Amazon Q for Amazon Connect, and other AI-related news. While we’re all suffering a bit from AI fatigue, it’s still early days for GenAI, and we’re still just beginning to see it emerging as a user interface paradigm for an intelligent assistant inside software applications.
AWS also showed one interesting direction where they are next taking Amazon Q: natural language chart generation. This is going to transform the user personas for many applications - business users will be able to uncover new insights from apps that are geared towards technical users, and easily share their findings with peers.
Top CX Announcements at re:Invent 2023
Amazon Q in Connect, for agents
Uses the real-time customer conversation as the GenAI prompt
Gives agents responses, suggested actions, and links to relevant documents and articles
Agents can ask follow-up questions using natural language to better support customers
Amazon Connect Post-Contact Summarization
Automatically summarize customer calls and capture follow-up tasks
Quickly build agent evaluation forms
Uncover coaching and training opportunities, without listening to hours of calls or reading through pages of transcripts
Amazon Connect Customer Profile Data Mapping
Map data without code using GenAI
Accelerate data onboarding
Increase data mapping accuracy for unified customer profiles
Amazon Connect Self-Service Chatbot Enhancements
Build bots using only natural language prompts
Simplify ongoing maintenance of bots
Continuously iterate and improve self-service workflows
Shared Experiences: The Moments That Really Matter
Of course, all of the cool technology at re:Invent wouldn’t exist if not for the people involved – GenAI can’t replace humans just yet! Without a doubt, we got the most out of the event when interacting with industry peers at AWS and elsewhere – whether it was learning about new partnership opportunities, brainstorming new integrated capabilities, or simply sharing a fun or funny moment together.
We also had a chance to socialize with the CX community at the event, and found a few attendees that were willing to see a demo of Operata Platform. Maybe it was the personalized cocktails ordered via an Amazon Connect chatbot, maybe it was the pure charm of our superstar VP of Business Development, Guy Granger, or maybe it was the unique insights Operata can provide – in any case, the audience was enthralled....
As a CX Observability provider, our focus is on Amazon Connect customers. At a large conference like re:Invent, it would be easy to get lost in the shuffle. However, we met with many members of the Amazon Connect team and collaborated on ideas for how Operata can bring even greater value to Amazon Connect and Contact Lens customers. We left Las Vegas with some great inspiration and ideas that Amazon Connect customers should be hearing about soon.
Operata and Amazon Connect
We returned from re:Invent very excited about the work we’re doing with Amazon Connect and Contact Lens. On the first day of the event, we announced our Harmony release of Operata Platform, and spent the rest of the event showing AWS team members all the cool things we can do with Contact Lens data that’s harmonized with Operata data.
Many of the capabilities in the Harmony release utilize AI/ML approaches; in particular, the CX Copilot uses GenAI. It’s a natural language interface for interacting with Operata data, so you can ask it anything about your contact center performance. If you’d like to see it in action, just set up some time for a 1:1 demo.