Why is Amazon's Customer Service THE WORST?

Описание: Amazon started a new set of AI capabilties in its call center software, dubbed Amazon Connect. Many customer expressed problems with their customer service experience.

Connect is a cloud-based service that offers companies a low-cost way to manage and support their customer service teams. "Tens of thousands of AWS customers use Amazon Connect to support more than 10 million contact center interactions every day," according to Amazon. That includes Capital One, Adobe, Ryan Air, DoorDash, and Priceline.

With the AI-powered upgrades, companies can "create, edit, and manage conversational AI bots" within the Amazon Connect interface. They're powered by Amazon Lex, which specializes in creating bots with "advanced conversational abilities via large language models (LLMs)."