MetriNote – AWS Adds More Generative AI, WhatsApp Support to Amazon Connect

Published on: December 6, 2024

Author: Beth Schultz, VP of Research and Principal Analyst, Metrigy What's the news? December 1, 2024 – Amazon Web Services (AWS) has announced new features for Amazon Connect, its contact center-as-a-service (CCaaS) platform. These include generative AI updates, native integration with WhatsApp Business messaging, enhanced security for chat, and simplified conversational AI bot creation and management features. Generative AI-powered enhancements include the ability to create customer segments using natural language descriptions; auto-launch of communications with customers based on specified triggers, such as cart abandonment; auto-evaluation of contacts for supervisors, content categorization, and more. The features are all available today across all AWS regions with Amazon Connect support.


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