AWS Self-service virtual agents powered by Generative AI uses automatic speech recognition and natural language understanding to build conversational IVRs and chatbots. It helps deflect calls by enabling users to quickly find answers and complete transactions on their own, without the assistance of a live agent. It helps identify the intent of a caller and intelligently routes them to the proper agent, thus reducing the number of call transfers. Finally, Generative AI helps summarize customer conversations and offers the ability to send automated emails with the call summary and next steps to the customer.
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