How AWS AI Agents with Strands Can Help Manage Contact Center Operations
DOI:
https://doi.org/10.63282/3050-9262.IJAIDSML-V6I3P115Keywords:
AWS AI Agents, Strands, Amazon Connect, Generative AI, Natural Language Processing, Configuration AutomationAbstract
Contact centers serve as critical hubs for customer engagement, often relying on complex infrastructures that demand significant administrative oversight. Traditional management of these centers requires in-depth technical knowledge, prolonged setup durations, and is prone to human error. The emergence of generative AI and intelligent agents introduces a paradigm shift in how these operations can be managed. This paper explores the integration of AWS AI Agents, particularly Strands, with Amazon Connect to automate and optimize the setup, configuration, and ongoing maintenance of contact center operations. Through natural language interfaces, these agents provide intelligent assistance in real-time, reducing operational complexity and overhead. This research elaborates on the potential of AI-driven solutions to handle tasks such as routing configuration, flow management, and troubleshooting. We present practical implementations, methodological approaches, use-case studies, and outcome analyses that show a significant improvement in operational efficiency and customer satisfaction. This study also examines best practices for deployment, governance, and the security aspects of integrating AI agents. Our findings suggest that AWS AI Agents, combined with Strands, offer a transformative solution to contact center management, enabling businesses to focus more on customer experience rather than infrastructure management
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