Since Amazon Web Services launched its contact center solution, Amazon Connect, in March 2017, the company’s annual conference, AWS re:Invent, has been an opportunity to include new Amazon Connect feature and capabilities announcements in its product news roll-outs. In a blog post authored by Antje Barth, principal developer advocate, AI and Machine Learning, AWS, the company announced this week the latest and greatest features coming to Amazon Connect. Of special interest were two enhancements to Connect’s analytics and optimization capabilities: the immediate availability of analytics for the chat channel, and step-by-step guides which allow customers to create workflows that teach contact center agents how to solve different end-user problems.
