使用 Amazon Connect 实现客户体验自动化.pdf

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 3 1 7Automate Customer Experiences using Amazon ConnectPuneet Badlani Ph.D.Kripa DixitSr.Partner SA,NAMER(she/her)WW Sr Partner Solution Architect,Connect(he/h

2、im)2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Why are we here.Why automate customer experience?Learn how Amazon Connect helps customers leverage automation and improve outcomesHow Toyota and Anthology transformed their customer experience using Amazon Connect 2025,Amazon Web

3、Services,Inc.or its affiliates.All rights reserved.Lets talk about youRaise your hand IF 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Automation to increaseCX experience is important2023-2025 Metrigy2.543%Number of bad customer interactions before leaving a brandpoor customer s

4、ervice experience will stop them from making a repeat purchase from a companySalesforce researchSource https:/ Web Services,Inc.or its affiliates.All rights reserved.Traditional Contact Center ChallengesProcess Static routing mechanisms Manual monitoring and supervision Reactive customer servicePeop

5、le Agent productivity limitations Inconsistent quality assessment Training and knowledge gapsSystem Siloed technology platforms Limited real-time capabilities Complex integration requirements 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Amazon Confidential and Trademark.7 2025,

6、Amazon Web Services,Inc.or its affiliates.All rights reserved.Amazon Confidential and Trademark.Oneapplication.OneseamlessexperienceProactiveandpersonalizedSelf-serviceAgentempowermentSupervisorempowermentOne application.One seamless experienceAmazon ConnectAny ChannelUnified RoutingUnified Automati