Tag: Veliswa Boya

If you manage a contact center, then you know the critical role that agents play in helping your organization build customer trust and loyalty. Those of us who’ve reached out to a contact center know how important agents are with guiding through complex decisions and providing fast and accurate solutions where needed. This can take time, and if not done correctly, then it may lead to frustration. Generative AI capabilities in Amazon Connect Today, we’re announcing that the existing artificial intelligence (AI) features of Amazon Connect now have generative AI capabilities that are powered by large language models (LLMs) available through Amazon Bedrock to transform how contact centers provide service to customers. LLMs are pre-trained on vast amounts of data,…

Today we announce the availability of Amazon Elastic Block Store (Amazon EBS) Snapshots Archive with AWS Backup. Previously available only in the Amazon EC2 console or Amazon Data Lifecycle Manager, this feature gives you the ability to transition your infrequently accessed Amazon EBS Snapshots to low-cost archive, long-term storage of your rarely-accessed snapshots that do not need frequent or fast retrieval. Amazon EBS Snapshots Archive in the AWS Backup console Snapshots Archive with AWS Backup is only available for snapshots with a backup frequency of one month or longer (28-day cron expression) and a retention of more than 90 days. This is a protective measure to ensure that you don’t archive snapshots, such as hourly snapshots that wouldn’t benefit from…

Performing automatic game day testing of all your critical resources is an important step in determining that you are prepared to respond to ransomware or any data loss event. This gives you the opportunity to take appropriate corrective actions based on the results and monitor results such as success or failure from these tests. Ultimately, you will be able to ascertain if the restore times meet your expected organization’s recovery time objective (RTO) goals, helping you develop improved recovery strategies. Today, we’re announcing restore testing, a new capability in AWS Backup that allows you to perform restore testing of your AWS resources across storage, compute, and databases. With this feature, you can automate the entire restore testing process and avoid…

We are announcing generative artificial intelligence (AI)-powered call summarization in Amazon Transcribe Call Analytics in preview. Powered by Amazon Bedrock, this feature helps businesses improve customer experience, and agent and supervisor productivity by automatically summarizing customer service calls. Amazon Transcribe Call Analytics provides machine learning (ML)-powered analytics that allows contact centers to understand the sentiment, trends, and policy compliance of customer conversations to improve their experience and identify crucial feedback. A single API call is all it takes to extract transcripts, rich insights, and summaries from your customer conversations. We understand that as a business, you want to maintain an accurate historical record of key conversation points, including action items associated with each conversation. To do this, agents summarize notes…