Anthology launches omnichannel student services transformation with Amazon Connect
Public Sector Blog
Anthology, an education technology company, is transforming student services by implementing an omnichannel contact center solution using Amazon Connect and generative AI.
- Currently handles over 8 million student interactions annually
- Aims to address a 60% student awareness gap in support services
- Will use Amazon Connect to provide AI-powered support across voice, text, and chat
- Introduces an AI chatbot for quick answers to routine questions
- Implements Amazon Q to help contact center agents provide faster, more accurate responses
- Utilizes Amazon Connect Contact Lens for real-time analytics and sentiment analysis
The transformation will enable proactive student support, faster problem resolution, and insights into student needs, potentially improving retention and engagement.
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