Category: Advanced (300)

Learn how to build an automated evaluation pipeline for Amazon Connect AI Agents using DeepEval and Amazon Bedrock to meet Model Risk Management requirements. When you deploy an Amazon Connect Customer AI Agent that manages account operations and routes service requests, it becomes a model subject to formal governance. Before deploying any model that influences […]

Introduction Contact center operations teams often face delays when making routine changes, as traditional approaches require developer assistance and code modifications. Amazon Connect data tables addresses this challenge by enabling administrators to manage operational data through a no-code interface, improving agility and reducing time-to-implementation for common tasks. In this blog post, readers will learn how […]

Introduction Contact center administrators face a persistent challenge: efficiently testing and validating contact flows without disrupting live operations. Traditional approaches—manually calling systems, building custom validation tools, or investing in third-party solutions—are time-consuming and expensive. Large enterprises often allocate significant annual budgets to automated testing tools alone, while manual validation can require days or weeks of […]

Overview Amazon Connect now offers multi-skill forecasting and scheduling for contact centers. This approach segments demand based on specialized agent skills instead of treating agents as interchangeable. Amazon Connect eliminates costly staffing imbalances while ensuring specialized agents handle high-value interactions. Manual scheduling overhead is thus reduced through AI-driven deployment based on real-time demand patterns. For […]

Organizations have long faced challenges in managing large contact center workforces. One key issue is maintaining data consistency between Customer Relationship Management (CRM) systems and reporting tools. Contact center supervisors face multiple pain points. These include manual data extraction, time-consuming Extract, Transform, and Load (ETL) developing and maintaining processes, and the need for frequent updates […]

In collaborative contact center environments, the ability for agents to connect directly with each other can significantly improve productivity and streamline problem resolution. Whether it’s transferring contextual information, requesting supervisor assistance, or collaborating across teams, agent-to-agent calling plays a crucial role in enhancing internal communication. Amazon Connect provides the flexibility to build such features using […]

Introduction Video calling capabilities in Amazon Connect enable organizations to provide face-to-face interactions between human agents and customers. However, organizations must be mindful of implementing this feature securely while ensuring proper authentication. In this blog post, we will demonstrate how you can easily and quickly set up secure video calling in Amazon Connect with end-user […]

Introduction Many contact centers today struggle with manual case management processes that delay resolution, increase operational costs, and risk cases falling through the cracks—especially in regulated industries like insurance, where strict SLAs and compliance requirements apply. Customers now expect timely updates, proactive communication, and seamless escalations across their service journey, but traditional tools often fail […]

Today’s customers like to interact with organizations through their preferred communication channels, such as voice calls, web chat, mobile apps, SMS or iMessage, and various social media platforms like Facebook and X. The channel of choice often depends on the customer’s current circumstances. For example, someone can initiate a voice call from the office and […]

Insurance companies face increasing challenges with fraudulent claims, costing the industry billions annually. The Forbes Insurance Fraud Statistics 2025 estimates annual losses of $308.6 billion to insurance fraud in the U.S. Traditional fraud detection in insurance relies heavily on analyzing claims after they’re submitted. This approach leads to claims processing delays, increased operational costs, poor […]