So Energy 利用人工智能驱动的自动化技术简化客户服务.pdf

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1、B I Z 2 1 1So Energy streamlines customer service with AI-powered automationHara GavriliadiSr.Customer Success Specialist Customer Experience,AWSMuhammad KhanDirector,Technology&ProductSo Energy 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.To be Earths most customer-centric com

2、panyMISSION“Customer Experience(CX)is the sum total of customers perceptions with a brands products and services.”2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Why is Customer Experience important?Superior customer experience differentiates businesses and drives success in compe

3、titive marketsContact centers enable efficient customer interactions that boost loyalty and revenueContact centers analytics provide valuable insights for product improvement and business decisionsCustomer experience is crucial:80%of customers value experience equally to products,while 82%abandon bu

4、sinesses after poor service 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Challenges across communication channels todayImpacts customer experience,agent productivity,and holistic view of serviceInconsistent customer experiences across communication channelsAgents manage calls,c

5、hats using multiple point solutionsLegacy chat solutions lack flexibility to integrate and customizeBuilding and maintaining integrations across voice and chat solutions is costly and complexOneapplication.OneseamlessexperienceProactiveandpersonalizedSelf-serviceAgentempowermentSupervisorempowerment

6、One application.One seamless experienceAmazon ConnectAny ChannelUnified RoutingUnified AutomationUnified AnalyticsC U S T O M E R-C E N T R I C E X P E R I E N C E S F U T U R E-R E A D Y A G I L I T YA I-P O W E R E D I N N O V A T I O NE N T E R P R I S E-G R A D E T R U S T 2025,Amazon Web Servic