Unlock powerful call center analytics with Amazon Nova foundation models

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. With this comes the opportunity to integrate FMs into the system to provide AI support to human customer support agents and their managers.

One of the major decisions these organizations face is which model to use to power the AI support and analytics in their platform. For ...