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Discover how to modernize legacy contact center solutions and transform customer service experiences through AI-powered automation in this AWS re:Invent 2025 conference talk. Explore the challenges of managing fragmented voice, chat, and email systems that create friction for administrators, agents, and customers, and learn practical solutions for consolidating disjointed channels into a unified application using Amazon Connect. Examine a real-world case study from So Energy, a UK-based renewable energy provider, demonstrating how AI-powered automation and deep CRM integration enabled agents to gain a single view of the customer journey, resolve issues faster, and reduce manual effort while delivering seamless, consistent experiences across every channel. Understand the technical implementation strategies, benefits of unified customer service platforms, and best practices for leveraging AWS cloud services to meet today's elevated customer expectations and operational efficiency requirements.
