In this episode of ACP, Tom and Alex dive deep into the exciting world of AI in Amazon Connect. They discuss how AI is transforming the contact center landscape by empowering agents, enhancing customer self-service, and providing supervisors with crucial insights. Key areas of focus include AI-driven agent assist with Amazon Q, comprehensive speech analytics and sentiment analysis through Contact Lens, and the integration of AWS Lex for advanced chatbot functionality. Tune in to explore how AI tools are optimizing contact center operations and delivering improved customer experiences.

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