重新定义卓越服务：加拿大永明人寿的AI赋能型呼叫中心.pdf

1、B I Z 2 1 6Redefining service excellence:Canada Lifes AI-powered contact centerSheila SmithPrincipal Sales SpecialistAWSJenny DaboudVP Contact CenterCanada LifeArpita BhattacharyaAVP Contact CenterCanada Life 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.AgendaAI promises to CX

2、realityFrom CCaaS to AI-native CXAmazon Connectenable AI for every interaction Canada Lifes contact center transformation using Amazon ConnectFireside chat 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.From AI promises to CX realityDaniel OSullivanSenior Director Analyst,Gartner

3、“Agentic AI has emerged as a game-changer for customer service,paving the way for autonomous and low-effort customer experiences.”Source:Gartner Press Release,March 2025By 2029,agentic AI will autonomously resolve 80%of common customer service issues without human intervention,leading to a 30%reduct

4、ion in operational costs,according to Gartner,Inc.Source:Gartner Press Release,March 2025 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.see improved CSAT from agent assistof companies that say agent burnout is an issueof interactions are resolved by AI without live agent support

5、52%60%41%+AI for Business Success,Jan 2024.Metrigy.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Key consideration*Predictions for AI in 2025:Collaborative agents,AI skepticism,and new risks,Stanford Institute for Human-Centered Artificial Intelligence“Identifying the best ways

6、for AI and humans to work together to achieve collective intelligence will become increasingly important.”2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Disjointed point solutions adopted at different intervalsMultiple AI tools fragment the customer journeyComplex pricing models