Enhancing customer experience at a lower cost
summary
Flybys migrates its entire service stack (voice, chat, email, social) into Amazon Connect in seven months, cutting platform costs by 50% platform cost reduction while aiming for 10% drops in handling time and volume. The build uses Amazon Q, Contact Lens, a custom Connect chat widget, WFM and automated evaluations to produce unified conversational analytics and case management; outcome is measurable insights across 9.8 million members and faster agent-assisted resolutions.
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chapters (11)
- 0:00Introduction to talk
- 1:25Flybys company history
- 4:14Key customer service challenges
- 5:37Transformation vision and goals
- 7:22Amazon Connect platform benefits
- 11:12Transformation project success factors
- 12:35Channel and AI integration
- 16:08Current platform capabilities
- 18:16Future AI innovation plans
- 21:48AI problem-solving approach
- 24:41Closing thoughts and flywheel
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