Insights and learnings from Amazon Q in Connect at NatWest
Contact Center Blog
NatWest Group implemented Amazon Q in Connect, a generative AI assistant for contact center agents, to improve customer service efficiency and compliance. The implementation focused on strategic testing and optimization of AI-powered agent assistance.
- Targeted top 10 most common customer call intents using Amazon Lex and Contact Lens
- Integrated knowledge management using Amazon S3 as a repository
- Optimized knowledge articles for AI contextual understanding
- Balanced AI assistance with guided workflows for complex scenarios
- Developed custom reporting architecture for performance tracking
Key benefits included faster customer inquiry resolution, reduced average handle time, improved agent compliance, and potential long-term improvements in customer satisfaction and Net Promoter Score.
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