Reveo’s customer service team is small and needs to have a solution that helps them deflect, optimize and automate their overall experience. In order to do this the team first designed and built out a chatbot using Lex and Connect to deflect simple issues on the front end. Second, we facilitated an escalation path to a live chat and voice agent. The Connect contact center solution complete included enterprise call flows, intelligent call routing and call queueing. The OmniLegion solution built a cleaner internal process for the Reveo team, and a frictionless customer experience allowing Reveo to build on their experience going forward.
Understanding the issues, the OmniLegion team designed and built a chatbot to be used on the front end of Reveo’s SaaS solution focused on deflecting and solving this issue. This essentially eliminated these types of calls. This solution was deployed using Lex.
This solution makes it frictionless for the customer to get issues resolved and easy for the agent to solve incoming issues creating a better overall customer engagement experience
OmniLegion Technologies is a systems integrator and product development firm that designs and builds customer experience solutions from the ground up on Amazon Connect. We are a group of engineers that have 80+ years of experience in the contact center space working with various solutions and believe that Amazon Connect is the future.