Title

AWS re:Invent 2022 - JPMorganChase real-time agent assist for contact center productivity (AIM307)

Summary

• Vafa Amadieh, AWS principal solution architect, and Amy Ellenberger, CTO for Machine Learning for operations at Chase, discuss how JPMorgan Chase uses AWS AI/ML services to enhance contact center productivity.
• Importance of customer service highlighted with statistics: 75% of people consider it a key factor in choosing a provider, and nearly half would switch providers after one bad experience.
• AI/ML technologies can improve customer service by correctly routing calls to specialists, empowering agents to resolve issues faster, and providing insights for service improvement.
• AWS offers Amazon Connect, an easy-to-use cloud contact center, and AWS Contact Center Intelligence (CCI), a suite of services for existing call centers.
• CCI use cases include self-service virtual agents, post-call analytics, and real-time call analysis and agent assist.
• AWS AI/ML services like Amazon Lex, Polly, Translate, Kendra, and Transcribe are used in CCI.
• JPMorgan Chase's journey with AWS involved creating a virtual agent assistant to support agents working from home during the pandemic.
• The virtual agent assistant provides real-time transcription, intent identification, knowledge article surfacing, and next-action suggestions.
• JPMorgan Chase's architecture involves streaming calls through AWS Direct Connect, using EKS clusters, and integrating with services like Amazon Transcribe and Kendra.
• A live demo of AWS's live call analytics solution was presented, showcasing real-time transcription and sentiment analysis.
• Resources and workshops are available for further learning and implementation of AWS CCI solutions.

Insights

• The high value placed on customer service by consumers underscores the need for businesses to invest in technologies that can enhance the customer experience.
• AI/ML can significantly reduce the time customers spend on calls and improve the efficiency of agents, leading to cost savings and better customer satisfaction.
• AWS's CCI solutions are flexible and can be integrated with existing call center infrastructure, making it accessible for large enterprises to adopt AI/ML without overhauling their systems.
• Real-time analytics and agent assist tools can help contact centers respond proactively to customer issues, potentially preventing escalation and improving customer loyalty.
• The use of managed services like Amazon Transcribe can reduce the operational burden on businesses, allowing them to focus on improving customer-facing features and services.
• The shift to remote work due to the pandemic accelerated the need for virtual agent assist tools, highlighting the importance of adaptability and innovation in technology solutions.
• AWS provides starter kits and resources that enable businesses to quickly set up and customize their contact center solutions with AI/ML capabilities.
• The collaboration between AWS and JPMorgan Chase demonstrates the potential for large financial institutions to leverage cloud services for significant improvements in operations and customer service.