Reduce call hold time and improve customer experience with self-service virtual agents using Amazon Connect and Amazon Lex
AWS Machine Learning
MARCH 31, 2023
In a recent survey conducted with Kentucky citizens, more than 50% actually wanted help without speaking to someone,” says Drew Clark, Business Analyst and Project Manager at KYTC. Callers experienced an average handle time of 5 minutes or longer—an undesirable situation for both the callers and the DVR contact center professionals.
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