Amazon is gearing up to disrupt another industry, and this time it’s call centers.
Amazon Web Services developing a suite of cloud-based tools to sell to enterprises that would help them manage their call centers, based on technology the online commerce giant developed for its own retail call centers, according to a report from The Information.
According to the report, citing a person briefed on the plans, the programs will incorporate Amazon’s digital assistant Alexa to answer some questions on the phone as well as via text message. The report claims the service will also employ Lex, a chatbot building service that uses the same deep-learning technology as Alexa, and text-to-speech program Polly. All these aspects together paint the picture of a suite of tools that allows customers to build their own customer service programs using bots and voice control with the ability to learn and adapt to specific industries.
The Information reports that the new products could be announced as soon as mid-March and could jolt the call center software industry. It’s a market that features many players such as Seattle-based Spoken, as well as other companies like Cisco Systems, Avaya and Genesys.
Amazon Web Services has been in the news a lot lately for new products that it has announced and others it is considering. Amazon’s cloud service arm is reportedly considering bundling its email, file storage, and video conferencing apps into a productivity suite that would compete with Google G Suite and Microsoft Office 365.
That news followed the company’s announcement of Chime, a conferencing service born out of Amazon’s acquisition of Biba, a San Francisco-based maker of chat, video and audio conferencing tools for businesses. That project has stumbled out of the blocks as a company called CafeX, which last year launched an online conferencing and collaboration system, also called Chime, filed a federal trademark lawsuit against Amazon last week.