The well known Amazon Web Services (AWS) solution by Amazon as a reputed cloud platform is associating with digital workflow pioneer ServiceNow. This collaborator is to launch an innovative AI-driven approach. With the best in class feature of Contact-Centre-as-a-Service, it becomes easy for IT support, and delivers increased efficiencies and cost savings, said the business giants.
The Cloud Call Centre offers native integration with natural language AI technology from AWS as Amazon Connect Integration can be the right tool. ServiceNow can provide IT workflow and service desk capabilities that can Lex, Transcribe and Comprehend. The collaboration can help in automating and supporting tasks.
In parallel there can be reduction in costs while improving both agent and the caller experiences. The motto is to help users to solve common support issues without the agent’s involvement all the time. The issues such as password resets, incident status checks, and account unlocks can be done by the users themselves
AWS AI-driven tool and ServiceNow support comes into action for calls requiring human intervention and to leverage real-time text to speech transcription. Adding to it sentiment analysis, keyword spotting, and power retrieval of responsive knowledge articles needs human support.
