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tekVizion Uses Amazon Web Services to Bring Conversational AI to Contact Centers

tekVizion is working with Amazon Web Services (AWS) to make it easy for enterprises to add conversational artificial intelligence (AI), such as bots and interactive voice response systems (IVRs), to their existing contact center platforms. With the solution, IT administrators can quickly improve caller experience and reduce agent handle times without the cost and disruption of upgrading their entire contact center.

The tekVizion 360 solution leverages two primary AWS services: Amazon Lex and the Amazon Chime SDK. Amazon Lex is an AWS service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. The Amazon Chime SDK lets builders easily add real-time voice, video, and messaging into their applications. The Amazon Chime SDK is pre-integrated with Amazon Lex and common enterprise voice infrastructure, so you can easily add conversational experiences to contact centers that support the Session Initiation Protocol (SIP) for voice communication.

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“Working together with the AWS team, tekVizion built a solution to reduce the burden on call center agents and administrators with conversational AI. Amazon Lex will assist customers with minor requests and improve the entire user experience,” said Chakra Devalla, CEO of tekVizion.

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Combining tekVizion’s call center expertise and AWS’s capabilities in automation and AI enables contact centers to focus on critical issues, improved end user experience, faster resolution time, and easing burdens on internal teams. In addition, tekVizion continuously tests the contact center platform and Amazon Lex integration with powerful testing tools combined with their industry-leading interoperability lab for contact center and testing experts.

“Today’s customers want instant, personalized, and effective resolutions for their problems,” said Sid Rao, General Manager of Amazon Chime SDK at Amazon Web Services, Inc. “What makes tekVizion’s solution innovative is their ability to use the Amazon Chime SDK to capture the intelligent results from Amazon Lex and integrate these results with third-party on-premises and cloud contact center platforms and agent desktops. By harnessing Amazon Lex’s speech-to-text and natural language understanding features, tekVizion customers can deploy conversational interactive voice response systems that improve call containment, customer engagement, and customer satisfaction scores.”

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[To share your insights with us, please write to sghosh@martechseries.com]

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