How Empower scaled contact center quality assurance with Amazon Connect and Amazon Bedrock
Contact Center Blog
Empower, a financial services company, transformed its contact center quality assurance process using Amazon Connect and Amazon Bedrock, creating an innovative generative AI solution to analyze customer call transcriptions.
- Scaled quality assurance coverage from a small sample to potentially all 10 million annual calls
- Reduced evaluation time from days to minutes using AI-powered analysis
- Implemented a solution that automatically evaluates agent performance across five GEDAC (Greet, Engage, Discover, Act, Close) skill categories
- Leveraged Amazon Bedrock and Claude 3.5 Sonnet to process 5,000 transcriptions daily
- Maintained robust security and responsible AI governance throughout the implementation
The project demonstrates how strategic partnerships between AWS, Accenture, and Empower can deliver transformative AI solutions that dramatically improve operational efficiency and customer experience.
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