NEWS
Amazon Connect arrives in Brazil
Amazon Web Services ( AWS ) and Embratel have announced the launch of Amazon Connect in Brazil .
This is a cloud-based omnichannel Contact Center solution , designed to provide higher-quality customer service with increased automation and cost reduction of 30 % to 50 %, potentially saving up to 80 % in some cases .
In Brazil , Embratel is the first authorized AWS partner to market the solution with all its functionalities , and the additional advantage that this new solution can be acquired as a complete package of voice services and connectivity , already embedded and configured for fully scalable expansion .
Amazon Connect is being used in many parts of the world as a Cloud Customer Service Center for both public and private organizations , including US government agencies , National Australia Bank , United Kingdom Post Office , Dow Jones , Subway , News Corp , GE Appliances , Adobe , Siemens and Vodafone .
The solution had a unique positive impact by enabling agents to work remotely with quality during the most critical period of social distancing caused by the pandemic . An example of a user is the British bank Barclays , which had 6,000 customer service agents working remotely at the beginning of the COVID-19 pandemic .
The client used Amazon Connect to enable the Contact Center operation within ten days , a process that would have taken five months to implement with traditional market solutions .
ServiceNow introduces new generative AI solution
ServiceNow , a leading digital workflow company , has announced its newest generative Artificial Intelligence ( AI ) solution , Now Assist for Virtual Agent , designed to create truly conversational experiences for more intelligent self-service .
Now Assist for Virtual Agent builds on ServiceNow ’ s strategy to embed generative AI across the Now Platform so customers can easily harness intelligence at scale and simplify and optimize digital workflows . if a user asks Now Assist for Virtual Agent a question , the solution will use generative AI to provide a straightforward answer within the conversation that helps users immediately get the information they need , such as internal pieces of code for product and engineering teams , product images or videos , links to documents or summaries of relevant knowledge base articles .
Bill McDermott , CEO , ServiceNow , said : “ ServiceNow is leading the intelligence era . Years of AI investment have put us at the center of an undeniable movement . We ’ re building generative AI into our platform so customers can maximize their ROI : ‘ return on intelligence .’ This is all about thoughtful , high-trust co-innovation as we find the balance between machine speed and human judgment .
“ Enhanced by our strategic partnerships with NVIDIA and Microsoft , we are engineering smarter , fully automated workflows . We help our customers innovate completely new business models on ServiceNow as the intelligent platform for end-to-end digital transformation .”
Now Assist for Virtual Agent uses generative AI to deliver more direct , relevant and conversational responses to questions . For example ,
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