Unlock real-time, visual conversation guidance
in AWS Connect
Real-Time Knowledge Suggestions
When an agent engages with a customer, AWS Connect’s intelligent system analyzes the ongoing conversation in real time. Leveraging ProcedureFlow, it identifies critical instances where additional visual information could be helpful.
Transcription and Redirection
As the customer conversation unfolds, AWS Connect transcribes the call with exceptional accuracy. Simultaneously, ProcedureFlow leverages this transcript data to pinpoint the most relevant visual flow for the agent's immediate needs.
Guided Customer Conversations
With the recommended visual flow at their fingertips, the agent gains a powerful advantage in guiding the conversation with precision and expertise. This results in faster problem resolution, increased customer satisfaction, and enhanced agent confidence.