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
This would eliminate hold times and ensure that callers receive fast responses. The key to making this approach practical is to augment human agents with scalable, AI-powered virtual agents that can address callers’ needs for at least some of the incoming calls. per contact, while self-service channels cost about $0.10
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