Calling customer service could be on the verge of a lot less pain with a new partnership between AWS and Salesforce.
The software giant has announced that it will use artificial intelligence technology from Amazon's cloud computing branch in its cloud service to provide call transcription services directly to cloud agents. customers.
Salesforce will use Amazon Connect technology to convert conversations to text, allowing customer service agents to quickly identify problems and even find out if the customer is angry during the call.
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The new Salesforce Service Cloud is directly integrated with existing Salesforce platforms. Group phone data, digital channels, and CRM data in a unified view. Upon receiving a call, the service can provide detailed information on past purchases and a customer's account history, thus providing agents with instant suggestions on how to handle cases. individual.
With tools like Amazon Transcribe, Amazon Translate, and Amazon Comprehend, text can be translated into different languages. The Salesforce platform is able to parse words and recommend answers to asked questions, instead of suspending them for a long time. time and risk of losing the customer.
"The growing partnership between Salesforce and AWS is based on a shared commitment to customer success," said Bret Taylor, Salesforce Product Manager. "Together, we help companies implement more powerful AI and voice communications technologies to deliver smarter and faster customer service experiences."
"For years, AWS and Salesforce have had a close relationship and we share the same commitment to integrate our services to provide customers with advanced and advanced solutions," said Ariel Kelman, Vice President of AWS. .
"We are delighted that Salesforce has chosen Amazon Connect as their contact center technology of choice as we continue to enable companies to harness the power of both platforms to deliver world-class leading customer service.