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Amazon Connect Customer introduces real-time audio enhancement for noise suppression

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Amazon Connect Customer now features built-in audio enhancement that uses machine learning to suppress background noise in real time on both sides of a call. This enhancement aims to improve call quality, reduce average handle time (AHT), and boost customer satisfaction (CSAT) for contact centers. It addresses the challenges of noisy remote work environments for agents and uncontrolled calling locations for customers. A 5,000-agent operation saw an 8% AHT reduction and an 11-point CSAT lift, demonstrating significant operational benefits without extra cost or configuration.

  • →Amazon Connect Customer adds real-time audio enhancement
  • →Machine learning models power intelligent noise suppression
  • →Significant improvements in key contact center metrics
  • →Seamless integration and phased rollout recommendations
Features (1) ›
  • Amazon Connect Customer adds real-time audio enhancement

    The service now includes built-in, real-time audio enhancement that suppresses background noise on both the agent and customer sides of a call, without additional cost or configuration. This feature directly addresses the challenges posed by diverse and often noisy remote work environments for contact center agents.

Enhancements (1) ›
  • Machine learning models power intelligent noise suppression

    Purpose-built machine learning models are trained to differentiate human speech from various background noises, stripping out sounds like keyboard clicks, HVAC, barking dogs, and traffic. This process leaves the voice itself intact, preserving inflection and tone, ensuring a clean and professional sound for the listener.

Notes (2) ›
  • Significant improvements in key contact center metrics

    A 5,000-agent BPO saw an 8% reduction in Average Handle Time (AHT) and an 11-point lift in Customer Satisfaction (CSAT) scores after activating the enhancement. This translates into recovered capacity, improved customer experience, and allows supervisors to focus coaching on communication technique rather than environmental issues.

  • Seamless integration and phased rollout recommendations

    The enhancement integrates directly into existing Amazon Connect Customer environments without requiring changes to contact flows, agent desktops, or telephony. AWS recommends an incremental, phased rollout, ideally paired with conversational analytics to validate its impact on sentiment detection, call categorization, and transcription accuracy.

Read the original announcement →

https://aws.amazon.com/blogs/contact-center/crystal-clear-in-chaos-your-contact-center-didnt-lose-its-walls-it-lost-its-acoustics/

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