Amazon Connect
True AI Driven IVR
Welcome To The Revolution
Revolutionise your customer experience with the cutting-edge power of AI and systems integration, bringing your IVR to the next level.
The traditional use of IVR is to provide a self-service option for customers.
Intelligent content generation and systems integration, on the other hand, takes IVR to the next level. By utilizing machine learning and natural language processing, intelligent content generation can create a personalized self-service experience for customers.
Amazon Connect, Delivered by Cation Consulting
An IVR with intelligent content generation and systems integration is a powerful solution that offers numerous benefits to both customers and enterprises.
For customers, it provides a seamless and intuitive self-service experience by delivering personalized and relevant information in a natural language. This not only improves customer satisfaction but also reduces call volume and handling times, resulting in cost savings for the enterprise."
Natural Language Processing & Generative AI and system integrations can enhance customer experience in several ways.
AI can improve the accuracy and efficiency of customer service by automating common inquiries and providing personalised responses. This can save customers time and reduce the frustration of dealing with an IVR system.
Generative AI can enhance the personalisation of customer interactions by using customer data and behaviour to provide tailored recommendations and solutions.
In addition, integrating with other systems, such as CRM and marketing automation platforms, generative AI can provide a more seamless and interconnected customer experience. This can help businesses better understand their customers and provide more relevant and engaging interactions.
Amazon Connect by AWS provides superior customer service at a lower cost with an easy-to-use cloud contact center
Amazon Connect is an easy-to-use cloud contact centre solution that helps companies of any size deliver superior customer service at a lower cost.
Omnichannel Customer Experience
Delight customers in their channel of choice, while saving them time and effort.
Agent Productivity and Empowerment
Empower your agents to deliver great customer experiences with instant access to innovative tools and insights.
Analytics, Insights & Optimisation
Turn data into action to understand customer sentiment, assess agent performance, and optimize your workforce.
Unlock The Power Of Your Existing Data & Services In Your Customers Journey
The customer experience is improved by the seamless interaction between a business's current data and services thanks to integration with those systems.
This makes it easier for customers to get the information or help they need while also making sure that data is current and accurate across all systems.
Improve customer happiness, lower customer service costs, and increase operational effectiveness by eliminating redundant data entry and manual processes.
Also, by offering a single point of access to pertinent company data and services, integration can assist firms in better understanding their customers and streamlining business processes.
Beyond IVR Interaction, Multimodal, Multistage Journeys.
Combining IVR automation with conversational AI chatbots powered by intelligent document processing can provide several benefits to enhance the customer journey, increase loyalty, and reduce costs.
The IVR system can be used to automate basic inquiries, providing quick and efficient solutions to customers' common questions and bring the user to chatbots to handle more complex inquiries, leveraging natural language processing (NLP) and machine learning (ML) technologies to understand customer intent and provide accurate responses.
The chatbots can also be empowered by intelligent document processing (IDP) technology to automate the processing of customer documents, such as invoices or applications, reducing the need for manual data entry and increasing the speed and accuracy of transactions.
By combining these two technologies, a business can improve the efficiency of their customer service operations while also providing a more personalised and engaging experience for customers.
Case Study: Ryanair Crew Control Operations
Ryanair, The Challenge
Ryanair is Europe’s largest airline, having over 160 million passengers in 2022 and growing to over 225 million passengers per year in the near future.
Ryanair’s Crew Control Operations is the beating heart of the businesses incredible success in terms of service delivery with an impressive 99%+ of flights arriving on time.
With exceptional growth, optimising operations is key to success. Ryanair required the ability to seamlessly scale operations queries from crew and handle realtime flight impacting scenarios, while reducing cost.
The Solution, Change The Conversation
Conversational AI is a cutting-edge approach to communicating with users for data collection and immediate business process execution. This allowed us to assist Ryanairs Operational Team in optimising customer interaction workflows in terms of both data collection and business process execution.
With Conversational services powered by AWS, we created dynamically structured conversation flows delivered by Amazon Connect over voice, chat and conversational AI to meet objectives, such as diving deeper into a user's query to understand and act on specific data points and satisfy user needs.
By using conversational AI, we ensured seamless human-machine interaction, providing immediate and tailored responses to a users needs.
In integrating with the solution with existing on prem and cloud services, we could utilise existing business solutions to unlock new capabilities with little investment.
This integration allowed us to provide call handlers with operational run books, categorise and prioritise cases.
In addition, integrating with data services allows the system to react to live change, be it reprioritising cases which require immediate attention or enriching case data to aid the handling agent.
The Results
Through the use of conversational AI and Amazon Connect, this solution has resulted in higher efficiency and lowered cost, while providing a foundational technology which is scalable and future proofed.
Move To The Next Level With Amazon Connect
Improve agent productivity and customer experience across voice and digital channels with the all-in-one, AI- and ML-powered contact centre.
Easily scale up or down to meet customer demand, with the flexibility to onboard tens of thousands of agents working from anywhere.
Save up to 80% compared to traditional contact centre solutions with no minimum fees, long-term commitments, or upfront license charges.
Offering a broad range of capabilities to build a connected customer experience, Amazon Connect is a customer engagement centre.
With the help of Amazon Connect, you can easily create a virtual contact centre that improves customer interactions. You can give clients the option to contact you through voice or chat and easily manage the flow of contacts using the cloud-based contact centre solution, whether they are looking for support, making purchases, or resolving problems.
Power up your agents with Amazon Connect. providing the resources they need to offer knowledgeable and effective customer service, including real-time visibility into customer information, screen sharing, and seamless integration with other business tools.