AWS Podcast #475: [INTRODUCING] New Amazon Connect Features - Making Life Easier for Customers and Agents
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Oct 1, 2021 AI Snips
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Amazon Connect Overview
- Amazon Connect is a cloud-based, omni-channel contact center solution designed for ease and cost-efficiency.
- It allows quick setup, making it accessible even for users with little coding experience.
Voice ID Adds Voice Biometrics
- Amazon Connect Voice ID provides secure caller authentication by analyzing unique voice characteristics.
- It enables multi-factor authentication by adding "something you are" to security checks.
Handle Authentication with Confidence Scores
- Use Voice ID's confidence score to handle suspicious calls with additional security measures.
- Implement fallback options like passcodes for low confidence or potentially fraudulent voices.