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Join Tom and Alex as they delve into the latest announcements from AWS re:Invent 2024, focusing on Amazon Connect. This episode covers various new features, including collection of sensitive customer data, generative AI-powered self-service, WhatsApp business messaging integration, AI guardrails, external voice transfers, and Salesforce contact center preview.
 
They are also joined by Nancy Van Delist direct from the event, sharing her experiences and the best expo highlights.
 
Stay tuned for in-depth discussions and future episodes exploring these advancements further.
 
Amazon Connect now makes it easier to collect sensitive customer data within chats

Amazon Connect launches generative AI-powered self-service with Amazon Q in Connect

Amazon Connect now supports WhatsApp Business messaging

Amazon Connect launches simplified conversational AI bot creation

Amazon Connect Contact Lens launches built-in dashboards to analyze conversational AI bot performance

Amazon Connect launches AI guardrails for Amazon Q in Connect

Amazon Connect now supports external voice transfers

Amazon Connect Contact Lens now supports external voice

Amazon Connect now provides the ability to record audio during IVR and other automated interactions

AWS announces Salesforce Contact Center with Amazon Connect (Preview)

 
00:00 Introduction to ACP and reInvent
01:00 Amazon Connect Announcements Overview
03:15 Sensitive Data Collection in Amazon Connect
05:35 Generative AI in Amazon Connect
13:52 WhatsApp Business Messaging Support
16:01 Amazon Connect Bot Builder Enhancements
18:55 AI Guardrails and Reporting
24:04 Introduction to External Voice Transfers
26:39 Amazon Connect Pricing Details
27:49 Migration Strategies and Use Cases
31:39 Recording and Analyzing IVR Interactions
33:57 Salesforce Contact Center Integration
37:19 AWS re:Invent Event Highlights
45:02 Conclusion and Final Thoughts

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