24: AWS re:Invent 2024

ACP: The Amazon Connect Podcast

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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

Find out more about CloudInteract at cloudinteract.io.

Hoofdstukken

1. Introduction to ACP and reInvent (00:00:00)

2. Amazon Connect Announcements Overview (00:01:00)

3. Sensitive Data Collection in Amazon Connect (00:03:15)

4. Generative AI in Amazon Connect (00:05:35)

5. WhatsApp Business Messaging Support (00:13:52)

6. Amazon Connect Bot Builder Enhancements (00:16:01)

7. AI Guardrails and Reporting (00:18:55)

8. Introduction to External Voice Transfers (00:24:04)

9. Amazon Connect Pricing Details (00:26:39)

10. Migration Strategies and Use Cases (00:27:49)

11. Recording and Analyzing IVR Interactions (00:31:39)

12. Salesforce Contact Center Integration (00:33:57)

13. AWS re:Invent Event Highlights (00:37:19)

14. Conclusion and Final Thoughts (00:45:02)