利用 Amazon Connect 中的 AI 代理实现个性化客户互动 [重复].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 2Personalize customer interactions with AI agents in Amazon ConnectPrashanth Krishnamurthy(he/him/his)Sr.WW Specialist SA,ConnectAWSRamprasad Srirama(he/hi

2、m/his)Sr.WW Specialist SA,Connect AWS 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.AgendaChallenges in contact center customer experienceBuilding agentic AI experiencesLets see some examplesAI Patterns for Amazon Connect self-serviceWhats next?2025,Amazon Web Services,Inc.or it

3、s affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Challenges in contact center customer experience 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Challenges in contact center customer experienceTraditional IVR&self-service limitat

4、ionsDisjointed customer journeyAgent experience challengesBusiness impact challenges 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Building agentic AI experiences 2025,Amazon Web Services,Inc.or its affiliates.Al

5、l rights reserved.What is“Agentic AI”?Agentic AI refers to AI systems that can act autonomously,make decisions,and take actions to achieve specific goals with minimal human supervision 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Conversational AI experiences8Traditional AIFoll

6、ow a set of rules Automate repetitive tasksMake basic predictionsGenerative AIAchieve a singular goalAddress broader range of tasksAutomate entire workflowsAgentic AIFully autonomousMulti-agent systemsMimic human logic and reasoningM O R EH U M A NO V E R S I G H TL E S SH U M A NO V E R S I G H TCo