利用 Amazon Connect 中的预测路由优化客户旅程.pdf

1、B I Z 3 1 3Refine customer journeys with predictive routing in Amazon ConnectArron HofferSr.WW Specialist SA,ConnectDan ManningSr.WW Specialist SA,Connect 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Who is using Amazon Connect?Business Leader Business case frameworks Change ma

2、nagement considerations Architects&Engineers AWS architecture patterns ML model design and training approaches Ops&CX Managers Implementation roadmaps KPI tracking and optimization What Youll Get from This SessionAgenda01 Routing in Amazon Connect02 A Customer Journey in Amazon Connect03 Make It Per

3、sonal04 Example Use Case05 Architecture Walkthrough06 Key Benefits07 Call to Action 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Routing RouletteWhat Do We Get?CUSTOMER EXPERIENCE Time wasted with transfers Ive explained this THREE times”71%expect personalization 76%get frustra

4、ted when personalization is not usedBUSINESS IMPACT$?cost per mishandled calls?%of calls could be handled better$?lost annually from customer leavingWithout routing personalization,a contact center could expect to see an increase in call handling costs and a decrease in Net Promoter Score.PollRate y

5、our skills with AI-powered routing.Can spell AI Im vaguely aware I know a thing or two Ask me anythingSpecific agent assignmentLimitation:Availability bottleneckSkill group basedLimitation:Static rules,no learningRouting in Amazon ConnectPrecisionIntelligenceQueue(Skill)Proficiency(Attribute)ML Enha

6、nced Proficiency(Attribute)AgentProficiency(Attribute)based Limitation:Static rules,lacks precisionML-powered multi-attributeLearns&improves continuously 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.A Customer Journey in Amazon ConnectAmazon Connect customer journey 2025,Amazon