- Hi, I'm Douglas Park,
Senior Specialized Solution Architect for Amazon Connect.
In this video, I will talk about how Amazon Connect Chat
makes it easy to deliver
superior digital customer experiences
by providing unified, omnichannel tools and capabilities.
Amazon Connect Chat allows contact centers to build one time
and deliver consistent customer experiences
across voice and chat channels.
Agents provide efficient customer service
with Amazon Connect Chat
by using one platform to manage their customer interactions
and move seamlessly between them.
Finally, Amazon Connect Chat
gives contact center managers
a holistic view into key operational insights
across their different service channels.
Omnichannel solutions offer the same experience
across all channels.
And Amazon Connect allows you
to replicate the same contact flows
and conversational AI bots
for both chat and voice interactions.
If you build a bot in Amazon Lex for your IVR,
you can use that same bot in the chat
from your mobile app or website.
For end customers, the experience is unified and seamless.
Amazon Connect Chat allows customers to start a conversation
from any capable business application.
The experience is asynchronous.
Meaning customers can chat with a chatbot or agent
when it's convenient for them, switch devices,
and then resume the conversation without losing context.
Amazon Lex, AWS's natural language understanding service,
provides a native integration with chat,
requires no coding to add NLU-powered chatbots,
self-service experiences,
and for the context of those conversations
to be passed automatically,
if escalated to a human agent.
Let me show you how this looks for agents
and contact center managers,
and explore the types of experiences
you can create for your customers.
Agents have a single-user interface
to help customers using both voice and chat.
This reduces the number of tools that agents have to learn
and the number of applications they have to interact
with while helping customers across multiple channels.
With voice and chat in one platform,
you can easily cross-train agents using one UI
and seamlessly move agents between channels
based on contact volume spikes.
Chat activities integrate with your existing contact flows
and the automation that you've built for voice.
You build your flows once
and reuse them across multiple channels.
Likewise, for metrics collection
and the dashboards you built,
they automatically benefit from the unified metrics
across multiple channels.
With Amazon Lex natively integrated within Amazon Connect,
no coding is required for adding chatbots
that have natural language understanding,
and for the context of conversations
to be passed automatically
when escalated to a human agent.
Amazon Connect Chat supports asynchronous messaging
so your customers and agents have the ability to message
without being available at the same time.
Chats are secure and encrypted
and support all existing Amazon Connect
compliance certifications.
Amazon Connect also offers native integration
with Apple Business Chat,
enabling your agents to support customers
through the same popular iOS messaging application
that they use every day.
Management for Apple Business Chat is easy,
because it uses Amazon Connect
contact flows' configuration and routing.
To support your customers through chat,
you can add a chat widget to your website
that is hosted by Amazon Connect.
You can configure the chat widget
in the Amazon Connect console,
customize the font and colors,
and secure the widget
so that it can be launched only from your website.
As a result, you will have a short code snippet
that you can add to your website.
Because Amazon Connect hosts the widget,
it ensures that it is always at the latest version.
Within your Amazon Connect instance,
you can create and test your own chat experience right away.
You can reuse an existing contact flow,
possibly create it for a voice contact,
or create a new one.
You can make use of an Amazon Lex chatbot
with full or partial automation,
or just to extract additional information
from the customer.
To test your experience,
navigate back to the dashboard and click on Test Chat.
You can select the contact flow you wish to test
in the Test Settings options,
as well as defining other parameters.
You can now click on the Chat button in the sample website
and test your experience
all the way through to the agent interaction.
Once you are satisfied,
you can customize your chat widget
and go live with Amazon Connect Chat on your own website.
By using the same contact flows for voice and chat,
routing and reporting is now centralized
and contact center managers
can get a full view of agent occupancy and productivity.
For the builders out there
who want complete control of the chat experience,
including hosting your own chat widget,
Amazon Connect provides a chat API
that enables you to craft a unique experience
for your customers and your agents.
Amazon Connect Chat provides open APIs for easy integration
with other contact center applications
that are critical to the customer and agent experience.
With Amazon Connect, customers always own their own data
and always have secure, hassle-free access to that data.
We hope you've enjoyed this demonstration
of Amazon Connect Chat.
For more information,
check out our website at aws.com/connect.
(gentle music)