Amazon Web Services Jumps Into Call-Center Market With New ‘Amazon Connect’ Service

Amazon Web Services just unveiled a new service for running call centers, dubbed Amazon Connect, leveraging the same technology used by Amazon.com’s own customer service system to route and manage calls using automatic speech recognition and artificial intelligence. From a report: The announcement is the latest move by the cloud giant beyond its core infrastructure technologies and into higher-level cloud services. Amazon says the service incorporates its Lex technology, an artificial intelligence service for speech recognition and natural language processing, which also powers the company’s Alexa virtual assistant. The company says Amazon Connect works with existing AWS services such as DynamoDB, Amazon Redshift, or Amazon Aurora, as well as third-party CRM and analytics services. Salesforce says it’s integrating its Service Cloud Einstein with Amazon Connect. It uses a graphical interface to let companies set up a workflow for calls without coding.

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