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Delivering improved and personalized customer experience, faster

Contact centers are seeing a tremendous increase in customer interaction volumes and are exploring opportunities to leverage machine learning (ML) and artificial intelligence (AI) to improve customer experience. Some of the viable options include 24/7 self-serve virtual agents, IVR upgrades, call analytics, etc. However, not every organization is equipped to build an ML-driven intelligent contact center solution that can be challenging.

Servion, an AWS Select Partner, helps customers add intelligence to their existing on-prem or cloud contact centers and customer interaction solutions by leveraging AWS CCI solutions. These solutions use a combination of machine learning services such as text-to-speech, translation, enterprise search, chatbots, business intelligence, and language comprehension.

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Enhancing Customer Experience

  • Self Service

  • Knowledge Serach

  • Real-time Agent-assist

  • Real-time Call Analysis

  • Intelligent Automation

  • Post-call Analysis

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Contact Center Intelligence (CCI) Solutions

Self-service

AI Powered Self-Service

Servion helps enterprises rapidly build self-service solutions – intelligent chatbots and conversational interactive voice responses (IVR) to address and deflect the most common tasks and queries. These self-service solutions allow the contact center workforce to focus on higher value-add work, such as complex queries and interactions requiring empathy. The Self-Service solution utilizes Amazon Lex’s conversational interface and Amazon Polly’s text to speech voices to create a dynamic virtual agent and support multiple languages that include English, French, German, and Spanish. Adding Amazon Kendra can expand the bot’s ability to find the best answer from internal knowledgebases.

Real-time Analytics, Agent Assist and Intelligent Automation

Real-time Analytics, Agent Assist and Intelligent Automation

The AI-powered real-time analytics solution (Amazon Transcribe) performs real-time speech transcription with Amazon Comprehend to automatically analyze the interaction, detect call sentiment, and identify keywords and phrases in the conversation using natural language processing (NLP). The identified keywords are used by Amazon Kendra’s intelligent search to help agents find timely and accurate responses to resolve calls faster. Servion can help automate agent desktop activity based on the identified keywords or phrases. Servion's Agent Desktop ServDesk enables the agents to proactively support customers. They can manage inbound and outbound customer calls, chat messages, and emails in a single pane with customized softphone to create a seamless customer experience.

Post-call Analytics

Post-call Analytics

The AWS post-call analytics solution focuses on providing customer insights from previously recorded calls or chats that help agents and supervisors better understand conversations with customers, find patterns and quality issues that help in resolving customer issues faster and ultimately improve the overall customer experience. Combining Amazon Transcribe’s high-quality transcripts along with Amazon Comprehend’s NLP capabilities and Amazon QuickSight’s visualization tools to drive deeper quality management insights through automatic analysis of post-call data, generate actionable insights such as product and service feedback loops that can be used to benefit the rest of the organization or the best performing interactions such as those ending with a positive sentiment score.

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CX thought leadership, best practices and success stories

  • ServDesk - Fully customizable agent desktop for Amazon Connect Brochure

    ServDesk - Fully customizable agent desktop for Amazon Connect

  • One of the world's largest healthcare products company migrates from on-premise contact center to Amazon Connect Success stories

    One of the world's largest healthcare products company migrates from on-premise contact center to Amazon Connect

  • AI-enabling Your Contact Center is Inevitable. Here Are Two Options from Amazon and Google Blog

    AI-enabling Your Contact Center is Inevitable. Here Are Two Options from Amazon and Google

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