AWS aims to bring machine learning, natural language processing to call center ZDNet

Amazon Web Services (AWS) has packaged up another in-house Amazon capability and made it available to customers, having announced Contact Lens for Amazon Connect on Tuesday. CEO Andy Jassy has touted that Contact Lens for Amazon Connect -- the company's omnichannel cloud contact centre service -- will stitch together new abstractions for machine learning so AWS customers can have an easy to consume function. "Amazon Connect is one of the fastest growing services in the history of AWS … off to a blazing start," he said during the day one keynote of AWS re:Invent in Las Vegas. "Using the same customer service technology Amazon has used … it's really easy to use." According to Jassy, Connect is the first call centre in the cloud with machine learning in mind.