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Call center analytics play a crucial role in improving customer experience and operational efficiency. With foundation models (FMs), you can improve the quality and efficiency of call center operations and analytics. Organizations can use generative AI to assist human customer support agents and managers of contact center teams, so they can gain insights that are more nuanced, helping redefine how and what questions can be asked from call center data.

Whereas some organizations look for turnkey solutions to introduce generative AI into their operations, such as Amazon Connect Contact Lens , others build custom customer support systems using AWS services for their microservices backend.…

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