Customer Support in the Voice era: go beyond automation; create personalized and delightful customer experiences!

Featuring:

Harry Doukas, Senior Conversational Al Consultant Amazon Web Services

It is important to automate your customer support because it provides 24/7 support and a quicker response time for your business. In terms of scalability, many medical center employees were not able to work from home at the beginning of the pandemic, they would have addressed customer needs more effectively by other means. It also reduces call center cost and frees up overhead that could be used for more services.

Around the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Personalization increased the customer service experience.

Speed, convenience and consistency are highly appreciated by customers through all communication channels.

Delight your customers with personalized experiences and best experiences. Identifying who your customer is and using that during customer support means you use that information to facilitate the customer journey.

Harry looks at the difference between personal, dynamic and natural voice assistants to make it so the consumer feels known and most helped.

Amazon Connect allows you to contact an agent in a way that they don’t have to completely repeat themselves.