AWS re:Invent 2023 Unwrapped
New services and announcements, including enhancements to Amazon Bedrock and the addition of Amazon Q were made at this year’s cloud event of the year, and NeuraFlash is here to break down some of our favorite highlights.
From a fun Happy Hour at El Segundo Sol with partners and customers, to presenting on stage alongside our valued customer 3M, re:Invent was a huge success!
Of course, GenAI took center stage, being highlighted during Amazon Web Services (AWS) CEO Adam Selipsky and AWS Vice President of Data and AI Swami Sivasubramanian’s keynote, where they unveiled various innovations, including new GenAI functionalities. Among these was the introduction of Amazon Q, set to revolutionize contact centers with its unparalleled agent-assist capabilities. Amazon Q aims to elevate agent support by suggesting actions and more, reshaping the landscape of contact center operations.
But wait, there's more excitement ahead! With a multitude of revolutionary unveilings harnessing GenAI, the outlook for contact centers under the wing of AWS appears incredibly promising. Amazon Connect Contact Lens introduced GenAI-powered post-contact summarization. This isn't just about reducing agents' workload and saving precious time; it also aids contact center managers in efficiently supervising their operations.
Looking to learn more about the releases coming out of re:Invent? Keep reading to explore some of our favorite highlights & generative AI use cases, sure to drive significant ROI.
Amazon and Salesforce are strengthening their partnership:
NeuraFlash, the leading dual partner, provides expertise across both platforms, elevating this collaboration. Salesforce products will now be featured on the AWS Marketplace, amplifying product integrations. This facilitates seamless adoption for customers investing in both technologies. This announcement shows promise for AI innovation and expanded possibilities by enhancing accessibility to secure data and advanced technology.
Check out what our customer 3M had to say about this announcement
“At 3M, we use science to help solve the world’s biggest problems,” said Jason Amidon, Director, Sales Operations, 3M. “Recently, we’ve been focused on a service transformation that accelerates our use of AI, automation and technology to deliver improved customer outcomes. The Salesforce and AWS partnership has been at the core of this innovation work and will continue to be foundational to our digital strategy. We are excited to see Salesforce available on the AWS Marketplace as an additional option to streamline how we adopt these two platforms to deliver even better experiences for our customers and our employees.” (Salesforce.com)
Salesforce GenAI, Powered by Amazon Bedrock
Salesforce will now support Amazon Bedrock, which will be available via the Einstein Trust Layer to power AI applications within the Salesforce platform. Additionally, expect more AI integrations coming soon!
Data Cloud on AWS
Salesforce Data Cloud can now share data across AWS technologies. This helps AWS build a complete customer profile for better personalization and efficiency in contact centers through unified data management.
Service Cloud and Amazon Connect
Businesses dream of an ideal contact center where these two powerful forces merge seamlessly. As a top partner of both AWS and Salesforce, our customers are already reaping the benefits of this tech combination. AWS and Salesforce will now be combining Amazon Connect Chat with Salesforce Digital Engagement to advance the technical capabilities of both platforms and strengthen omnichannel capabilities. Amazon Connect forecasting, capacity planning, and agent scheduling will also connect seamlessly within Salesforce omnichannel to advance the supervisor experience. These changes are just the start for contact centers, without even mentioning the improved AI capabilities and the stronger connection between Amazon Connect and Service Cloud Voice.
Keep an eye out for thrilling innovations coming soon. NeuraFlash is all set to elevate your contact center experience! Contact us today to get the conversation started.
