Reduce call hold time and improve customer experience with self-service virtual agents using Amazon Connect and Amazon Lex
AWS Machine Learning Blog
MARCH 31, 2023
Call volumes increased further in 2020 when the COVID-19 pandemic struck and driver licensing regional offices closed. Solution overview To tackle these challenges, the KYTC team reviewed several contact center solutions and collaborated with the AWS ProServe team to implement a cloud-based contact center and a virtual agent named Max.
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