A naukri.com initiative
Amazon
1w
366
Image Credit: Amazon
Principal Financial Group increases Voice Virtual Assistant performance using Genesys, Amazon Lex, and Amazon QuickSight
- Principal Financial Group enhances Voice Virtual Assistant (VA) performance by deploying Genesys, Amazon Lex, and Amazon QuickSight to improve customer call experience.
- By leveraging AWS Cloud infrastructure, Principal aimed to personalize customer interactions, understand intents in natural language, offer self-service options, and route calls efficiently.
- The initial development included using Amazon Lex to recognize customer intents and route calls within the Genesys Cloud contact center platform based on business rules.
- Continuous monitoring of the VA's performance helped identify optimization opportunities, leading to improved intent understanding and enhanced customer experiences.
- Principal implemented an integrated voice VA reporting and analytics solution using Amazon QuickSight to derive insights from customer interactions and enhance VA performance.
- The solution architecture involved integrating Genesys Cloud for call handling, Amazon Lex for intent processing, and QuickSight for analytics, ensuring a seamless customer support system.
- Key design considerations included cost optimization, data encryption, Genesys Cloud integration via IAM, logging and monitoring with CloudWatch, and adherence to data privacy and security standards.
- The solution facilitated the visualization of VA performance metrics, enabling Principal to refine customer support strategies and enhance overall operational efficiency.
- The application of AWS services and analytics tools empowered Principal to make data-driven decisions in optimizing VA performance and customer satisfaction levels.
- In conclusion, Principal successfully utilized technology integration and analytics to elevate customer service standards using Genesys, Amazon Lex, and QuickSight.
Read Full Article
22 Likes
For uninterrupted reading, download the app