AWS’s Amazon Q virtual assistant has been updated to recommend step-by-step guides to aid agents in efficiently handling customer calls, with the aim of reducing handling time and increasing resolution on first contact, the company announced last week. This latest feature joins other agent-focused generative AI tools that have been introduced since Amazon Q’s launch in November 2023, including AI-powered post-contact summaries introduced in March.
While some consumer-oriented chatbots have shown success, live agents remain a crucial element of the customer service experience. As a result, many AI assistants are now focusing on assisting agents rather than directly interacting with callers. Amazon believes that agents perform better when they can empathize with customers, and their AI solutions are designed to help agents focus on providing a human touch rather than focusing on specific protocols, according to Pasquale DeMaio, Vice President of Customer Experience at AWS.
Competitors such as Microsoft, Salesforce, and Zendesk are also launching AI solutions aimed at helping agents quickly and efficiently respond to queries without having to sift through multiple screens of information. Marcus Schmidt, Principal Program Manager at Microsoft, emphasized the importance of agents having access to information quickly to better serve customers.
By putting AI tools in front of agents rather than customers, businesses can solve problems in a more secure environment. According to a Gartner survey, over 90% of CX leaders at companies investing in generative AI are exploring virtual assistants for employees. This approach allows for human oversight to verify AI-generated content before it is presented to customers, ensuring accuracy and maintaining a high standard of service.
In conclusion, the latest update to AWS’s Amazon Q virtual assistant showcases the evolution of AI tools in supporting agents in customer service roles. By providing step-by-step guides and post-contact summaries, Amazon is aiming to improve efficiency, reduce handling time, and enhance customer satisfaction through more personalized interactions. As AI continues to advance, businesses are finding new ways to utilize these tools to empower agents and create a seamless customer service experience.
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