Title

AWS re:Invent 2023 - Expand your customer engagement with new Amazon Connect channels (BIZ223)

Summary

Quinn, the lead product manager at Amazon Connect, introduced new communication capabilities and discussed the customer engagement journey of NatWest with Amazon Connect.
Amazon Connect is an AWS application launched in 2017, used by Amazon groups and tens of thousands of customers for customer service.
New capabilities include in-app, web, and video calling, allowing customers to contact businesses directly from apps or websites with context.
Amazon Connect is built with AI at its core, and the new Amazon Q in Connect provides generative AI capabilities for agents.
Barry Robinson from NatWest shared their journey with Amazon Connect, focusing on seamless channel interaction and improving trust in customer communications.
NatWest has transitioned 66% of their telephony colleagues to Amazon Connect, seeing benefits in development speed, insights, and channel interaction.
NatWest is pioneering a secure caller capability to improve customer trust and reduce fraud, with a roadmap that includes biometric authentication and seamless channel interaction.
Quinn demonstrated a fictitious scenario showcasing the new capabilities, including in-app calling, video calling, web calling, and Amazon Connect SMS.
Recent enhancements to Amazon Connect include quick responses, communication widget updates, persistent chat experience, attachment scanning, real-time chat analytics, and agentless dial-less mode for voice notifications.

Amazon Connect's new capabilities aim to address common customer service pain points, such as context loss and repetitive authentication when switching between self-service and live support.
The integration of AI and machine learning technologies into Amazon Connect is a strategic move to enhance customer-agent interactions and improve efficiency.
NatWest's adoption of Amazon Connect and its focus on seamless channel interaction and secure caller capability reflect a broader industry trend towards enhancing digital customer engagement and security.
The demonstration of a fictitious scenario by Quinn illustrates the practical application of Amazon Connect's new features in real-world customer service situations, emphasizing the importance of a unified and context-aware customer experience.
The rapid development and deployment of new features in Amazon Connect, as highlighted by NatWest's experience, suggest that cloud-based customer service platforms are becoming increasingly agile and responsive to business needs.
The focus on improving customer trust and combating fraud through secure communications is a critical aspect of NatWest's strategy, which may inspire other financial institutions to adopt similar technologies.
The session's content indicates that AWS is continuously innovating in the customer service space, with a strong emphasis on omnichannel experiences, AI-driven interactions, and user-friendly interfaces for both customers and service agents.