A Leading mobile developing brand M1 joins hand with Amazon Web Services (AWS) to enhance its user experience by launching Voice Bot for the M1 hotlines. They have launched a Voice Bot named “Maxine” which is built on Amazon Connect.

The “Maxine” will help in increasing the call center productivity and will result in a better end-user experience. Technologies like auto speech recognition and Natural Language Processing (NLP) make it possible to have more lifelike conversations with customers. With the combination of Maxine and the Session Initiation Protocol (SIP), the customer experience can be enhanced with the help of open-ended conversations.

Stamford Low, Director (Customer Experience and Retail), M1, said that “M1 has always given priority to the customer experience and the number of customers has doubled during their two-year period of the journey to the digital transformation.” He also said that M1 will continue to increase the capability of Maxine and will give more value to customers.

The introduction of Maxine has impacted the performance of M1 also. The features like caller authentication with OTP and sharing customer’s call queue position, etc., have helped in increasing user experience also.

Mr. Dean Samuels, Chief Technologist, ASEAN, Amazon Web Services, said, “Customers, such as M1, rely on actionable data to provide faster and more holistic customer experiences, optimize agents’ time based on what matters most, and enable customer service managers to take action in real-time. With Amazon Connect, M1 can provide superior customer service at a lower cost with an easy-to-use omnichannel cloud contact center. Embedded artificial intelligence (AI) and machine learning (ML) with Amazon Connect makes it easy to automate interactions, understand customer sentiment, authenticate callers, and enable capabilities like interactive voice response (IVR) and chatbots.”