Amazon Web Services Jumps Into Call-Center Market With New 'Amazon Connect' Service (geekwire.com)

Posted by msmash on Tuesday March 28, 2017 @03:20AM from the new-foray dept.

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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When you thought call centers were bad enough... by sethstorm · 2017-03-28 03:34 · Score: 4, Funny

...someone decides to make them worse.

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Twitter supports and protects racists - by smearing their critics with the "Hate Speech" label.
Not really a call center. by freeze128 · 2017-03-28 03:51 · Score: 3, Interesting

What Amazon describes isn't really a call center, but an IVR unit (Interactive Voice Response). Even if you buy this service from Amazon, you will still need a call center with actual humans in it answering phones.