Using Thunai With Amazon Connect for AI-Powered Customer Support and Faster Resolutions

A queue filled with frustrated customers and repetitive questions is a problem you’re guaranteed to run into sooner or later.

More importantly, how do you keep track of all these issues and be able to pull them up quicker?

Well, that's an issue a client of ours faced. However, when Thunai is connected with Amazon Connect, we saw their teams resolve common issues up to 90% faster.

Which lowers how overwhelmingly high call volumes can get and how long it takes to manually search for a customer conversation.

What is Amazon Connect?

Amazon Connect is a cloud-based contact center service from Amazon Web Services. It functions as the communications platform for a business, managing customer interactions across voice and chat and routing them to the appropriate agents.

By itself, Amazon Connect supplies the communication pathway, but the responsibility for finding answers and resolving issues still rests entirely with the live agent.

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How Does Thunai Improve Customer Support and Resolutions on Amazon Connect?

With AI agents, your support center changes completely. Thunai connects with Amazon Connect and listens in real-time, by using its existing knowledge base to understand exactly what the customer needs.

Recently, a customer called about adding Thunai to their tech stack to simplify searching and understanding client issues. Which for them became a time-consuming task.

But, to help you get a better idea, we’ve broken down the process of how we automate resolutions.

Since this was a routine request, Thunai resolved the issue entirely, 10X faster than a human agent would normally.

1. Understand the "Why" Behind Every Call to Lower Future Volume

Going through call logs manually to find the root cause of issues can slow down your entire operation.

Thunai’s AI agents automatically process every conversation, extract key topics and sentiment, and organize them into a simple dashboard, cutting down the time spent on analysis.

• Captures recurring customer complaints and turns them into actionable insights.
• Highlights product flaws or process gaps that are driving up call volume.
• Organizes conversation history to supply context for strategic business decisions.
  

2. Equip Live Agents with Real-Time Answers

Making customers wait on hold while an agent searches for information is a recipe for frustration. However, by using Thunai’s AI agents, you can give real-time assistance and see to it that every agent performs like your most experienced expert.

When a customer is on a call, Thunai listens to the conversation, understands the problem, and pushes a “Solution Card” to the agent’s screen. This makes certain every message stays on point.

By using an AI agent, you can pull relevant details from your knowledge base to shape responses and give agents with the Next Best Action to resolve the issue quickly.

3. Instantly Resolve Common Inquiries Without an Agent

Managing support queues can take up a large portion of an agent's day. But with AI agents, you can analyze incoming calls, understand intent, and give resolutions automatically for high-volume, simple requests.

By using this feature, you can deflect common calls and let your team concentrate on complex customer issues. A support AI agent can:

• Authenticate users and understand natural language requests like "Where is my order?"
• Connect with backend systems to give specific answers (e.g., "Your order is out for delivery").
• Give 24/7 support without any human intervention

Spend More Time on Creating Great Experiences: Use Thunai to Lower Your Workload

Thunai speeds up how quickly you resolve customer issues 10X, and more importantly, how effectively you can track and bring them up for better clarity.

This lets your team concentrate on the complex problems and high-value work that matters.

Meaning, you delegate routine calls, keep agents equipped with instant answers, and capture key details from every single customer interaction with almost no manual intervention.

Try it out! See how Thunai can change your entire support process.

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