Amazon Connect 助力提升客户体验实现智能体 AI 的进步.pdf

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1、 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.B I Z 2 2 1Agentic AI advancements in customer experience with Amazon ConnectPasquale DeMaioJames BoswellBamba DioufDarren MilesThe big shiftR I G H T F O R M EThe b

2、ig shiftR I G H T F O R M ER I G H T N O WThe big shiftR I G H T F O R M ER I G H T N O WM Y W A YThe big shiftConsistent across all touchpointsRelevant and personalEmpathetic and trustworthyOperates at any scale Instantand proactive32%of all customers would stop doing business with a brand they lov

3、ed after just one poor experience32%of all customers would stop doing business with a brand they loved after just one poor experienceMost struggle to adaptH U M A N-A I C O L L A B O R A T I O NS L O W R E S P O N S E T I M E SP I L O T P A R A L Y S I SReimagingcustomer experiencefor the AI eraDeal

4、ing with a flight delayDealing with a flight delayDealing with a flight delayDealing with a flight delayDealing with a flight delayDealing with a flight delayDealing with a flight delayDealing with a flight delayRecovering from a flight delayC U S T O M E R E X P E R I E N C E 2025,Amazon Web Servic

5、es,Inc.or its affiliates.All rights reserved.Voice of customerAn open road to the futureof customer experienceOur missionBe the most customer-centric company on the planetOur missionBe the most customer-centric company on the planet16languages42countriesOur missionBe the most customer-centric compan

6、y on the planet16languages42countries16 million interactions a dayOur missionBe the most customer-centric company on the planet16languages42countries16 million interactions a dayOur missionBe the most customer-centric company on the planet16languages42countries16 million interactions a dayOur missio