Amazon Connect Innovation: Generative AI Solutions And WhatsApp Integration For Business

New Amazon Connect feature (photo: AWS)

JAKARTA - Amazon Web Service (AWS) introduced a series of new features that help businesses improve their contact center operations through a generating AI, advanced security features, and more integrated bot management.

Here are new capabilities that will help you create a more personal and efficient customer experience while maintaining data safety standards and high operational excellence.

Amazon Connect integrates new generative AI capabilities to automate and increase customer interactions, enabling smarter targeting and more efficient contact center management.

This feature includes customer segmentation using a description of natural languages, simplifying the creation of conversation bot management funds with Amazon Q on Connect.

In terms of interfaces and tools, Amazon Connect is now integrated natively with WhatsApp Business messaging so that customers can receive support via WhatsApp in addition to existing Amazon Connect channels such as voice, SMS, chat, and Apple Messages for Business.

Dasbor Contact Lens also provides analytics to monitor the performance of conversation bots, while recording independent service interactions provides complete log and audio recordings.

In addition, AWS also prioritizes user safety. With a combination of generative AI, enhanced security, and simpler bot management, Amazon Connect helps businesses improve customer experience through personal engagement strategies, while maintaining high operational efficiency and compliance.

These features are available in all AWS regions, with price information and implementation guidance accessible through Amazon Connect's official documentation.