Understand VoiceId and Amazon Connect Wisdom

In this session, we will revisit "Phoney Bank"... our 100% fake and not even remotely real bank as we look to improve their customer experience through the use of Voice ID and Amazon Connect Wisdom.

We'll start off by looking at how we can integrate Voice ID into the banks contact flows, take voiceprints of customers and present the verification data back to the agents. We will also take a look at how we can use it to identify fraudulent callers.

Once we can verify our callers, we then need to be able to provide them with the information they are looking for. To surface this information, we'll walk through the implementation of an Amazon Connect Wisdom solution so that users can get contextual information at the click of a button. We'll walk through how to ingest data from our environment and format it in a consumable way.