{"version":"1.0.0","segments":[{"speaker":"Tom Morgan","startTime":1.89,"endTime":5.809,"body":"Welcome to ACP,"},{"speaker":"Tom Morgan","startTime":1.89,"endTime":5.809,"body":"the Amazon Connect podcast."},{"speaker":"Tom Morgan","startTime":5.81,"endTime":9.56,"body":"This is the show that focuses on Amazon"},{"speaker":"Tom Morgan","startTime":5.81,"endTime":9.56,"body":"Connect and related technologies."},{"speaker":"Tom Morgan","startTime":10.18,"endTime":13.93,"body":"I'm your host, Tom Morgan, and"},{"speaker":"Tom Morgan","startTime":10.18,"endTime":13.93,"body":"I'm joined as usual by my co host,"},{"speaker":"Tom Morgan","startTime":14.31,"endTime":18.489,"body":"AWS Solution Architect and Contact"},{"speaker":"Tom Morgan","startTime":14.31,"endTime":18.489,"body":"Center Consultant, Alex Baker."},{"speaker":"Tom Morgan","startTime":19.49,"endTime":22.09,"body":"Find out more about Cloud Interact"},{"speaker":"Tom Morgan","startTime":19.49,"endTime":22.09,"body":"by visiting us at cloudinteract."},{"speaker":"Tom Morgan","startTime":22.09,"endTime":22.359,"body":"com."},{"speaker":"Tom Morgan","startTime":22.509,"endTime":24.33,"body":"At cloud interact dot IO."},{"speaker":"Alex Baker","startTime":37.3,"endTime":37.94,"body":"Hi, everybody."},{"speaker":"Alex Baker","startTime":39.219,"endTime":40.84,"body":"Thank you so much for being here."},{"speaker":"Alex Baker","startTime":40.85,"endTime":42.43,"body":"The first morning of Enterprise Connect."},{"speaker":"Alex Baker","startTime":42.43,"endTime":43.89,"body":"We got a great show."},{"speaker":"Alex Baker","startTime":44.12,"endTime":47.37,"body":"You guys know all the exciting stuff"},{"speaker":"Alex Baker","startTime":44.12,"endTime":47.37,"body":"that's going on in this industry and"},{"speaker":"Alex Baker","startTime":47.37,"endTime":50.9,"body":"you're going to see it all this week"},{"speaker":"Alex Baker","startTime":47.37,"endTime":50.9,"body":"here on the stage in the session rooms."},{"speaker":"Alex Baker","startTime":50.93,"endTime":51.47,"body":"And of course."},{"speaker":"Alex Baker","startTime":51.685,"endTime":52.985,"body":"Most of all on the show floor."},{"speaker":"Tom Morgan","startTime":53.215,"endTime":57.695,"body":"So it's time for another"},{"speaker":"Tom Morgan","startTime":53.215,"endTime":57.695,"body":"ACP and it's a special one this week."},{"speaker":"Tom Morgan","startTime":57.755,"endTime":58.495,"body":"Apologies."},{"speaker":"Tom Morgan","startTime":58.535,"endTime":61.684,"body":"If you were hoping to hear all"},{"speaker":"Tom Morgan","startTime":58.535,"endTime":61.684,"body":"about PCI compliance, we are going"},{"speaker":"Tom Morgan","startTime":61.684,"endTime":63.974,"body":"to get to that on the next episode."},{"speaker":"Tom Morgan","startTime":63.984,"endTime":69.714,"body":"We are sliding into your podcast with"},{"speaker":"Tom Morgan","startTime":63.984,"endTime":69.714,"body":"a special episode because today is"},{"speaker":"Tom Morgan","startTime":69.814,"endTime":71.724,"body":"the first day of Enterprise Connect."},{"speaker":"Tom Morgan","startTime":71.724,"endTime":73.494,"body":"Well, in fact, yesterday was the"},{"speaker":"Tom Morgan","startTime":71.724,"endTime":73.494,"body":"first day of Enterprise Connect,"},{"speaker":"Tom Morgan","startTime":73.494,"endTime":76.504,"body":"but time zones are on our side, so"},{"speaker":"Tom Morgan","startTime":73.494,"endTime":76.504,"body":"it means we can talk about it now."},{"speaker":"Tom Morgan","startTime":77.029,"endTime":77.839,"body":"Alex is with me."},{"speaker":"Tom Morgan","startTime":77.849,"endTime":78.489,"body":"Hello, Alex."},{"speaker":"Tom Morgan","startTime":78.989,"endTime":79.119,"body":"Hi, Tom."},{"speaker":"Tom Morgan","startTime":79.809,"endTime":82.439,"body":"And we are going to go through"},{"speaker":"Tom Morgan","startTime":79.809,"endTime":82.439,"body":"some of the announcements from"},{"speaker":"Tom Morgan","startTime":82.439,"endTime":87.079,"body":"Enterprise Connect kind of as they"},{"speaker":"Tom Morgan","startTime":82.439,"endTime":87.079,"body":"pertain to Amazon connect because"},{"speaker":"Tom Morgan","startTime":87.079,"endTime":88.619,"body":"there have been quite a few of them."},{"speaker":"Tom Morgan","startTime":89.009,"endTime":91.439,"body":"So I'm going to say right off"},{"speaker":"Tom Morgan","startTime":89.009,"endTime":91.439,"body":"the bat, this is not a well"},{"speaker":"Tom Morgan","startTime":91.439,"endTime":92.849,"body":"polished and prepared episode."},{"speaker":"Tom Morgan","startTime":93.169,"endTime":97.109,"body":"We have some notes, but this is"},{"speaker":"Tom Morgan","startTime":93.169,"endTime":97.109,"body":"very much breaking as kind of, as"},{"speaker":"Tom Morgan","startTime":97.109,"endTime":100.719,"body":"we're recording it, we were texting"},{"speaker":"Tom Morgan","startTime":97.109,"endTime":100.719,"body":"each other this morning to say,"},{"speaker":"Tom Morgan","startTime":100.749,"endTime":101.859,"body":"actually look at all this stuff."},{"speaker":"Tom Morgan","startTime":101.859,"endTime":102.649,"body":"We should do it."},{"speaker":"Tom Morgan","startTime":102.709,"endTime":103.399,"body":"We should do an episode."},{"speaker":"Tom Morgan","startTime":103.559,"endTime":107.389,"body":"So we shunted all the other episodes"},{"speaker":"Tom Morgan","startTime":103.559,"endTime":107.389,"body":"forward by one to get this one together."},{"speaker":"Tom Morgan","startTime":107.739,"endTime":111.029,"body":"But there's going to be some stuff we"},{"speaker":"Tom Morgan","startTime":107.739,"endTime":111.029,"body":"don't know, and I think that's okay."},{"speaker":"Tom Morgan","startTime":111.029,"endTime":112.084,"body":"We'll talk about that."},{"speaker":"Tom Morgan","startTime":112.464,"endTime":115.224,"body":"And we'll, over time, we will"},{"speaker":"Tom Morgan","startTime":112.464,"endTime":115.224,"body":"kind of fill in the gaps."},{"speaker":"Tom Morgan","startTime":115.724,"endTime":118.394,"body":"Alex, where do you want to start"},{"speaker":"Tom Morgan","startTime":115.724,"endTime":118.394,"body":"with some of the announcements?"},{"speaker":"Alex Baker","startTime":118.894,"endTime":120.544,"body":"Yeah, I was"},{"speaker":"Alex Baker","startTime":118.894,"endTime":120.544,"body":"going to ask you first."},{"speaker":"Alex Baker","startTime":120.544,"endTime":122.704,"body":"Have you actually, have you"},{"speaker":"Alex Baker","startTime":120.544,"endTime":122.704,"body":"been to Enterprise Connect?"},{"speaker":"Alex Baker","startTime":122.704,"endTime":125.344,"body":"So we should probably say"},{"speaker":"Alex Baker","startTime":122.704,"endTime":125.344,"body":"a bit about that's a good"},{"speaker":"Tom Morgan","startTime":125.344,"endTime":125.744,"body":"shout."},{"speaker":"Tom Morgan","startTime":125.744,"endTime":127.094,"body":"Actually, that's a really good idea."},{"speaker":"Tom Morgan","startTime":127.154,"endTime":128.884,"body":"I've never been to Enterprise Connect."},{"speaker":"Tom Morgan","startTime":128.984,"endTime":130.824,"body":"It is, I guess, how would you describe it?"},{"speaker":"Tom Morgan","startTime":130.834,"endTime":135.134,"body":"I would say it's the platform"},{"speaker":"Tom Morgan","startTime":130.834,"endTime":135.134,"body":"agnostic technology show about."},{"speaker":"Tom Morgan","startTime":135.654,"endTime":138.004,"body":"Contact centers and"},{"speaker":"Tom Morgan","startTime":135.654,"endTime":138.004,"body":"contact center technology."},{"speaker":"Tom Morgan","startTime":138.014,"endTime":138.694,"body":"Is that fair?"},{"speaker":"Tom Morgan","startTime":139.664,"endTime":140.044,"body":"I think"},{"speaker":"Alex Baker","startTime":141.814,"endTime":144.024,"body":"possibly sort"},{"speaker":"Alex Baker","startTime":141.814,"endTime":144.024,"body":"of UC as well, is it?"},{"speaker":"Alex Baker","startTime":144.114,"endTime":146.454,"body":"I, I, I haven't been myself."},{"speaker":"Alex Baker","startTime":146.514,"endTime":148.344,"body":"Love to, it sounds like"},{"speaker":"Alex Baker","startTime":146.514,"endTime":148.344,"body":"it would be really good."},{"speaker":"Tom Morgan","startTime":148.674,"endTime":148.874,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":148.914,"endTime":151.624,"body":"It's run by the same"},{"speaker":"Tom Morgan","startTime":148.914,"endTime":151.624,"body":"people that do No Jitter."},{"speaker":"Tom Morgan","startTime":151.829,"endTime":155.339,"body":"If you know of that, it's like"},{"speaker":"Tom Morgan","startTime":151.829,"endTime":155.339,"body":"online sort of website of news and"},{"speaker":"Tom Morgan","startTime":155.339,"endTime":157.429,"body":"stuff that's been going for forever."},{"speaker":"Tom Morgan","startTime":157.639,"endTime":160.989,"body":"I know, like, I know Amazon are"},{"speaker":"Tom Morgan","startTime":157.639,"endTime":160.989,"body":"there, Google are there, Microsoft"},{"speaker":"Tom Morgan","startTime":160.989,"endTime":164.739,"body":"are there, Zoom are there, like"},{"speaker":"Tom Morgan","startTime":160.989,"endTime":164.739,"body":"all the big players will be there."},{"speaker":"Tom Morgan","startTime":164.919,"endTime":167.949,"body":"It's quite often a place for"},{"speaker":"Tom Morgan","startTime":164.919,"endTime":167.949,"body":"announcements, like technology"},{"speaker":"Tom Morgan","startTime":168.019,"endTime":171.249,"body":"firms like to announce at events,"},{"speaker":"Tom Morgan","startTime":168.019,"endTime":171.249,"body":"like they like to get people up"},{"speaker":"Tom Morgan","startTime":171.249,"endTime":172.859,"body":"on stage and talk about things."},{"speaker":"Tom Morgan","startTime":172.869,"endTime":176.559,"body":"So in the sort of calendar of things."},{"speaker":"Tom Morgan","startTime":176.944,"endTime":178.994,"body":"It is a place to look"},{"speaker":"Tom Morgan","startTime":176.944,"endTime":178.994,"body":"out for announcements."},{"speaker":"Tom Morgan","startTime":179.064,"endTime":182.684,"body":"And so we're seeing some of those from,"},{"speaker":"Tom Morgan","startTime":179.064,"endTime":182.684,"body":"from Amazon and, and we'll see them"},{"speaker":"Tom Morgan","startTime":182.694,"endTime":184.374,"body":"probably from other providers as well"},{"speaker":"Alex Baker","startTime":184.724,"endTime":185.474,"body":"throughout the week."},{"speaker":"Alex Baker","startTime":185.824,"endTime":186.224,"body":"Yeah."},{"speaker":"Alex Baker","startTime":186.224,"endTime":191.054,"body":"And I guess it seems like, cause you,"},{"speaker":"Alex Baker","startTime":186.224,"endTime":191.054,"body":"you've obviously got re:Invent, right."},{"speaker":"Alex Baker","startTime":191.054,"endTime":195.204,"body":"Which is at the end of the year, which"},{"speaker":"Alex Baker","startTime":191.054,"endTime":195.204,"body":"is a, a, always a massive source of."},{"speaker":"Alex Baker","startTime":195.444,"endTime":200.284,"body":"new releases and feature updates"},{"speaker":"Alex Baker","startTime":195.444,"endTime":200.284,"body":"for AWS as a whole and Amazon"},{"speaker":"Alex Baker","startTime":200.284,"endTime":201.884,"body":"Connect as a part of that."},{"speaker":"Alex Baker","startTime":202.324,"endTime":206.124,"body":"But it does seem from what I can see"},{"speaker":"Alex Baker","startTime":202.324,"endTime":206.124,"body":"that Enterprise Connect is, is sort"},{"speaker":"Alex Baker","startTime":206.124,"endTime":209.724,"body":"of regarded quite highly by Amazon"},{"speaker":"Alex Baker","startTime":206.124,"endTime":209.724,"body":"as well because they, they do seem"},{"speaker":"Alex Baker","startTime":209.724,"endTime":211.564,"body":"to be announcing some cool stuff."},{"speaker":"Alex Baker","startTime":211.984,"endTime":213.084,"body":"They have a big presence there."},{"speaker":"Tom Morgan","startTime":213.154,"endTime":215.434,"body":"It's, it's a good time"},{"speaker":"Tom Morgan","startTime":213.154,"endTime":215.434,"body":"for them as well because they're so"},{"speaker":"Tom Morgan","startTime":215.434,"endTime":218.544,"body":"far away from the event, re invent"},{"speaker":"Tom Morgan","startTime":215.434,"endTime":218.544,"body":"like it's, you've got that gap."},{"speaker":"Tom Morgan","startTime":218.544,"endTime":219.874,"body":"So it's a good time to bring out."},{"speaker":"Tom Morgan","startTime":220.234,"endTime":223.704,"body":"News items now before it gets"},{"speaker":"Tom Morgan","startTime":220.234,"endTime":223.704,"body":"into the summer quiet period."},{"speaker":"Tom Morgan","startTime":224.004,"endTime":225.204,"body":"And it's in Florida as well."},{"speaker":"Tom Morgan","startTime":225.244,"endTime":228.584,"body":"So it's kind of a nice place to go"},{"speaker":"Tom Morgan","startTime":225.244,"endTime":228.584,"body":"and send all your execs and meet"},{"speaker":"Tom Morgan","startTime":228.584,"endTime":229.674,"body":"all your customers and partners."},{"speaker":"Tom Morgan","startTime":229.674,"endTime":230.494,"body":"I was going to say,"},{"speaker":"Alex Baker","startTime":230.914,"endTime":232.784,"body":"definitely put"},{"speaker":"Alex Baker","startTime":230.914,"endTime":232.784,"body":"my hand up for next year."},{"speaker":"Alex Baker","startTime":232.784,"endTime":233.374,"body":"If we,"},{"speaker":"Tom Morgan","startTime":233.374,"endTime":237.464,"body":"Next year, ACP booth,"},{"speaker":"Tom Morgan","startTime":233.374,"endTime":237.464,"body":"we'll be interviewing everybody."},{"speaker":"Tom Morgan","startTime":237.664,"endTime":239.634,"body":"Like , listeners, you just"},{"speaker":"Tom Morgan","startTime":237.664,"endTime":239.634,"body":"need to make it happen."},{"speaker":"Tom Morgan","startTime":240.409,"endTime":241.989,"body":"Yeah,"},{"speaker":"Alex Baker","startTime":241.989,"endTime":244.409,"body":"we'll expect your"},{"speaker":"Alex Baker","startTime":241.989,"endTime":244.409,"body":"support for that in the comments."},{"speaker":"Tom Morgan","startTime":244.919,"endTime":245.249,"body":"There you go."},{"speaker":"Tom Morgan","startTime":245.249,"endTime":249.519,"body":"We'll start a Patreon or something to"},{"speaker":"Tom Morgan","startTime":245.249,"endTime":249.519,"body":"like get us to Enterprise Connect anyway."},{"speaker":"Tom Morgan","startTime":249.649,"endTime":251.789,"body":"Yes, so that, that is what"},{"speaker":"Tom Morgan","startTime":249.649,"endTime":251.789,"body":"Enterprise Connect is."},{"speaker":"Tom Morgan","startTime":251.799,"endTime":253.049,"body":"It's running all this week."},{"speaker":"Tom Morgan","startTime":253.099,"endTime":256.819,"body":"So actually as we're, we're recording"},{"speaker":"Tom Morgan","startTime":253.099,"endTime":256.819,"body":"this on the Tuesday of Enterprise Connect."},{"speaker":"Tom Morgan","startTime":256.849,"endTime":257.929,"body":"So there are still."},{"speaker":"Tom Morgan","startTime":258.274,"endTime":260.554,"body":"There's, well, there's all of"},{"speaker":"Tom Morgan","startTime":258.274,"endTime":260.554,"body":"Tuesday because of time zones."},{"speaker":"Tom Morgan","startTime":260.904,"endTime":262.304,"body":"There's also Wednesday, Thursday, Friday."},{"speaker":"Tom Morgan","startTime":262.304,"endTime":266.004,"body":"So we're really talking about what's, what"},{"speaker":"Tom Morgan","startTime":262.304,"endTime":266.004,"body":"came out on the first day, the Monday,"},{"speaker":"Tom Morgan","startTime":266.294,"endTime":269.984,"body":"which is often the day when companies kind"},{"speaker":"Tom Morgan","startTime":266.294,"endTime":269.984,"body":"of drop all their announcements because"},{"speaker":"Tom Morgan","startTime":269.984,"endTime":271.504,"body":"they tend to have everything embargoed."},{"speaker":"Tom Morgan","startTime":271.854,"endTime":274.974,"body":"And then they release all the blog"},{"speaker":"Tom Morgan","startTime":271.854,"endTime":274.974,"body":"posts as Enterprise Connect starts."},{"speaker":"Tom Morgan","startTime":274.974,"endTime":277.734,"body":"And then they have the sessions"},{"speaker":"Tom Morgan","startTime":274.974,"endTime":277.734,"body":"throughout the week to discuss it,"},{"speaker":"Tom Morgan","startTime":277.734,"endTime":279.214,"body":"fill in the gaps, add the color."},{"speaker":"Tom Morgan","startTime":279.604,"endTime":279.984,"body":"Etc."},{"speaker":"Tom Morgan","startTime":279.984,"endTime":280.404,"body":"Etc."},{"speaker":"Tom Morgan","startTime":280.754,"endTime":284.514,"body":"So we, we do have some announcements,"},{"speaker":"Tom Morgan","startTime":280.754,"endTime":284.514,"body":"there may be more and we can cover those"},{"speaker":"Tom Morgan","startTime":284.514,"endTime":287.544,"body":"in the news section, future episodes."},{"speaker":"Tom Morgan","startTime":287.544,"endTime":287.974,"body":"I think"},{"speaker":"Alex Baker","startTime":288.474,"endTime":289.314,"body":"it's another good point."},{"speaker":"Alex Baker","startTime":289.324,"endTime":293.014,"body":"It does, because of the way we've"},{"speaker":"Alex Baker","startTime":289.324,"endTime":293.014,"body":"shoehorned in this recording, it might"},{"speaker":"Alex Baker","startTime":293.014,"endTime":296.724,"body":"mean that some of the, some of the"},{"speaker":"Alex Baker","startTime":293.014,"endTime":296.724,"body":"news sections in some of the other"},{"speaker":"Alex Baker","startTime":296.744,"endTime":298.694,"body":"podcasts we've already recorded."},{"speaker":"Alex Baker","startTime":299.234,"endTime":301.874,"body":"Kind of don't make sense in the"},{"speaker":"Alex Baker","startTime":299.234,"endTime":301.874,"body":"order in which they appear now,"},{"speaker":"Alex Baker","startTime":301.874,"endTime":306.244,"body":"but nevermind, we're reacting on"},{"speaker":"Alex Baker","startTime":301.874,"endTime":306.244,"body":"the, the the exciting stuff that's"},{"speaker":"Alex Baker","startTime":306.424,"endTime":307.794,"body":"coming out of Enterprise Connect."},{"speaker":"Alex Baker","startTime":307.804,"endTime":309.534,"body":"So definitely."},{"speaker":"Tom Morgan","startTime":309.534,"endTime":310.634,"body":"So where,"},{"speaker":"Tom Morgan","startTime":309.534,"endTime":310.634,"body":"where should we start?"},{"speaker":"Alex Baker","startTime":310.884,"endTime":314.354,"body":"The first one on"},{"speaker":"Alex Baker","startTime":310.884,"endTime":314.354,"body":"my list is third party app"},{"speaker":"Alex Baker","startTime":314.424,"endTime":316.864,"body":"support for the agent workspace."},{"speaker":"Alex Baker","startTime":317.144,"endTime":322.294,"body":"So first of all, the agent"},{"speaker":"Alex Baker","startTime":317.144,"endTime":322.294,"body":"workspace is the native."},{"speaker":"Alex Baker","startTime":322.679,"endTime":327.559,"body":"Unified agent application that"},{"speaker":"Alex Baker","startTime":322.679,"endTime":327.559,"body":"provides agents with all of the"},{"speaker":"Alex Baker","startTime":327.559,"endTime":329.299,"body":"information they need, basically."},{"speaker":"Alex Baker","startTime":329.299,"endTime":334.159,"body":"So contact information, customer"},{"speaker":"Alex Baker","startTime":329.299,"endTime":334.159,"body":"information, potentially AI"},{"speaker":"Alex Baker","startTime":334.159,"endTime":337.779,"body":"recommendations things like voice ID."},{"speaker":"Alex Baker","startTime":337.779,"endTime":343.139,"body":"So biometric identification confirmation"},{"speaker":"Alex Baker","startTime":337.779,"endTime":343.139,"body":"I think we've probably used the term"},{"speaker":"Alex Baker","startTime":343.189,"endTime":347.199,"body":"single pane of glass in the past, but"},{"speaker":"Alex Baker","startTime":343.189,"endTime":347.199,"body":"yeah, if you, if you will, it's that"},{"speaker":"Alex Baker","startTime":347.199,"endTime":350.949,"body":"sort of single pane of glass for the,"},{"speaker":"Alex Baker","startTime":347.199,"endTime":350.949,"body":"the agent and where they, where they"},{"speaker":"Alex Baker","startTime":350.949,"endTime":353.089,"body":"kind of focus their, their, their"},{"speaker":"Tom Morgan","startTime":353.089,"endTime":353.899,"body":"day really."},{"speaker":"Tom Morgan","startTime":354.309,"endTime":358.769,"body":"And that's provided by Amazon"},{"speaker":"Tom Morgan","startTime":354.309,"endTime":358.769,"body":"Connect, the agent workspaces."},{"speaker":"Tom Morgan","startTime":358.819,"endTime":362.699,"body":"And the idea is that agents use that"},{"speaker":"Tom Morgan","startTime":358.819,"endTime":362.699,"body":"alongside the kind of soft phone"},{"speaker":"Tom Morgan","startTime":362.929,"endTime":366.149,"body":"capabilities they have to, you know,"},{"speaker":"Tom Morgan","startTime":362.929,"endTime":366.149,"body":"Take calls in and make calls out."},{"speaker":"Tom Morgan","startTime":366.359,"endTime":368.729,"body":"This is kind of additional functionality."},{"speaker":"Tom Morgan","startTime":368.909,"endTime":372.269,"body":"So like I'm thinking things"},{"speaker":"Tom Morgan","startTime":368.909,"endTime":372.269,"body":"like cases and stuff like that."},{"speaker":"Tom Morgan","startTime":372.269,"endTime":372.443,"body":"Is that,"},{"speaker":"Alex Baker","startTime":372.443,"endTime":372.969,"body":"is that right?"},{"speaker":"Alex Baker","startTime":373.039,"endTime":373.339,"body":"Yeah."},{"speaker":"Alex Baker","startTime":373.379,"endTime":375.659,"body":"And it kind of becomes their soft phone."},{"speaker":"Alex Baker","startTime":375.659,"endTime":380.269,"body":"So previously there was the CCP, the"},{"speaker":"Alex Baker","startTime":375.659,"endTime":380.269,"body":"contact control panel, which was the,"},{"speaker":"Alex Baker","startTime":380.879,"endTime":385.299,"body":"I guess, functional, but, but slightly"},{"speaker":"Alex Baker","startTime":380.879,"endTime":385.299,"body":"basic sort of soft phone only agent"},{"speaker":"Alex Baker","startTime":385.579,"endTime":390.979,"body":"workspace gives you the CCP functionality"},{"speaker":"Alex Baker","startTime":385.579,"endTime":390.979,"body":"for your call controls and everything."},{"speaker":"Alex Baker","startTime":390.979,"endTime":394.444,"body":"But like you say, All of the"},{"speaker":"Alex Baker","startTime":390.979,"endTime":394.444,"body":"other, as Amazon bring in"},{"speaker":"Alex Baker","startTime":394.674,"endTime":397.084,"body":"these other parts of the suite."},{"speaker":"Alex Baker","startTime":397.534,"endTime":400.364,"body":"You mentioned cases customer profiles."},{"speaker":"Alex Baker","startTime":400.964,"endTime":405.314,"body":"This is the home for those"},{"speaker":"Alex Baker","startTime":400.964,"endTime":405.314,"body":"as far as an agent sees it."},{"speaker":"Alex Baker","startTime":405.564,"endTime":405.774,"body":"Got"},{"speaker":"Tom Morgan","startTime":405.774,"endTime":406.254,"body":"it, got it."},{"speaker":"Tom Morgan","startTime":406.304,"endTime":411.294,"body":"And then this announcement is saying"},{"speaker":"Tom Morgan","startTime":406.304,"endTime":411.294,"body":"not just the stuff that Amazon are"},{"speaker":"Tom Morgan","startTime":411.294,"endTime":415.094,"body":"putting in, not just the first party"},{"speaker":"Tom Morgan","startTime":411.294,"endTime":415.094,"body":"stuff, they're going to allow third"},{"speaker":"Tom Morgan","startTime":415.094,"endTime":416.994,"body":"parties to add stuff into that as"},{"speaker":"Alex Baker","startTime":416.994,"endTime":417.424,"body":"well."},{"speaker":"Alex Baker","startTime":417.734,"endTime":418.124,"body":"Yeah."},{"speaker":"Alex Baker","startTime":418.124,"endTime":421.754,"body":"And this is the, the general"},{"speaker":"Alex Baker","startTime":418.124,"endTime":421.754,"body":"availability of that, right?"},{"speaker":"Alex Baker","startTime":421.754,"endTime":426.254,"body":"So there has been a preview since"},{"speaker":"Alex Baker","startTime":421.754,"endTime":426.254,"body":"I believe around October time."},{"speaker":"Alex Baker","startTime":427.004,"endTime":428.844,"body":"This is the, the GA of it."},{"speaker":"Alex Baker","startTime":428.844,"endTime":432.484,"body":"So yeah bringing in that third party"},{"speaker":"Alex Baker","startTime":428.844,"endTime":432.484,"body":"app support within the workspace."},{"speaker":"Alex Baker","startTime":432.784,"endTime":434.304,"body":"So allowing you to."},{"speaker":"Alex Baker","startTime":434.744,"endTime":439.804,"body":"To take existing applications,"},{"speaker":"Alex Baker","startTime":434.744,"endTime":439.804,"body":"maybe CRM tools or order management"},{"speaker":"Alex Baker","startTime":439.804,"endTime":444.954,"body":"systems, and you can, you can iframe"},{"speaker":"Alex Baker","startTime":439.804,"endTime":444.954,"body":"them into the agent workspace."},{"speaker":"Alex Baker","startTime":445.624,"endTime":449.384,"body":"And it, it's like I say, it's"},{"speaker":"Alex Baker","startTime":445.624,"endTime":449.384,"body":"been in preview for a few months."},{"speaker":"Alex Baker","startTime":449.904,"endTime":450.844,"body":"It seems."},{"speaker":"Alex Baker","startTime":451.249,"endTime":454.129,"body":"During that time, it's kind of"},{"speaker":"Alex Baker","startTime":451.249,"endTime":454.129,"body":"been tested by, by those early"},{"speaker":"Alex Baker","startTime":454.129,"endTime":455.839,"body":"adopters and, and polished a bit."},{"speaker":"Alex Baker","startTime":456.259,"endTime":459.889,"body":"One of the things that's apparently"},{"speaker":"Alex Baker","startTime":456.259,"endTime":459.889,"body":"been added during the preview, according"},{"speaker":"Alex Baker","startTime":459.889,"endTime":462.349,"body":"to the documentation is event support."},{"speaker":"Alex Baker","startTime":462.849,"endTime":467.579,"body":"And that means that the embedded third"},{"speaker":"Alex Baker","startTime":462.849,"endTime":467.579,"body":"party apps will be able to access the"},{"speaker":"Alex Baker","startTime":467.589,"endTime":470.134,"body":"events happening as, as a part of."},{"speaker":"Alex Baker","startTime":470.274,"endTime":471.054,"body":"a contact."},{"speaker":"Alex Baker","startTime":471.304,"endTime":475.504,"body":"So it should allow you to do things"},{"speaker":"Alex Baker","startTime":471.304,"endTime":475.504,"body":"like have your application, that third"},{"speaker":"Alex Baker","startTime":475.504,"endTime":480.094,"body":"party application react to events"},{"speaker":"Alex Baker","startTime":475.504,"endTime":480.094,"body":"like maybe the contact being connected"},{"speaker":"Alex Baker","startTime":480.094,"endTime":481.864,"body":"or the agent changing their state."},{"speaker":"Alex Baker","startTime":482.114,"endTime":486.664,"body":"And it should also allow you to surface"},{"speaker":"Alex Baker","startTime":482.114,"endTime":486.664,"body":"any attributes that you've written"},{"speaker":"Alex Baker","startTime":486.674,"endTime":488.104,"body":"during the course of the contact."},{"speaker":"Alex Baker","startTime":488.164,"endTime":493.114,"body":"So In your IVR, perhaps the customer"},{"speaker":"Alex Baker","startTime":488.164,"endTime":493.114,"body":"might have entered an order number"},{"speaker":"Alex Baker","startTime":493.114,"endTime":498.024,"body":"or, or some, some details that"},{"speaker":"Alex Baker","startTime":493.114,"endTime":498.024,"body":"presumably would allow you to, to do"},{"speaker":"Alex Baker","startTime":498.044,"endTime":500.584,"body":"things like driving a CRM look up."},{"speaker":"Tom Morgan","startTime":500.834,"endTime":501.174,"body":"Got it."},{"speaker":"Tom Morgan","startTime":501.254,"endTime":501.554,"body":"Got it."},{"speaker":"Tom Morgan","startTime":501.584,"endTime":506.714,"body":"So if you're, I guess the call to action"},{"speaker":"Tom Morgan","startTime":501.584,"endTime":506.714,"body":"here is if, if you've got a big contact"},{"speaker":"Tom Morgan","startTime":506.714,"endTime":510.824,"body":"center or even a small contact center,"},{"speaker":"Tom Morgan","startTime":506.714,"endTime":510.824,"body":"but you already know you have third party"},{"speaker":"Tom Morgan","startTime":510.934,"endTime":515.309,"body":"software, third party integrations, Go"},{"speaker":"Tom Morgan","startTime":510.934,"endTime":515.309,"body":"check them out, go see if they've got"},{"speaker":"Tom Morgan","startTime":515.319,"endTime":520.529,"body":"something now for the agent workspace"},{"speaker":"Tom Morgan","startTime":515.319,"endTime":520.529,"body":"that might be useful to add, or I imagine"},{"speaker":"Tom Morgan","startTime":520.529,"endTime":522.159,"body":"they'll be coming to you as well, because."},{"speaker":"Tom Morgan","startTime":522.409,"endTime":525.849,"body":"I suppose this stuff is not"},{"speaker":"Tom Morgan","startTime":522.409,"endTime":525.849,"body":"going to just turn on by itself."},{"speaker":"Tom Morgan","startTime":525.849,"endTime":528.099,"body":"Is it, it's going to be"},{"speaker":"Tom Morgan","startTime":525.849,"endTime":528.099,"body":"something that needs configuring."},{"speaker":"Tom Morgan","startTime":528.419,"endTime":531.039,"body":"So you're going to go to your, or your"},{"speaker":"Tom Morgan","startTime":528.419,"endTime":531.039,"body":"third party will come to you or you'll"},{"speaker":"Tom Morgan","startTime":531.039,"endTime":535.959,"body":"go to them and say, Hey, we do have"},{"speaker":"Tom Morgan","startTime":531.039,"endTime":535.959,"body":"this integration we could put into your"},{"speaker":"Tom Morgan","startTime":536.029,"endTime":537.459,"body":"work agent workspace for your agents."},{"speaker":"Tom Morgan","startTime":537.459,"endTime":538.879,"body":"If you want it, are you interested?"},{"speaker":"Tom Morgan","startTime":538.889,"endTime":539.709,"body":"This is how it works."},{"speaker":"Tom Morgan","startTime":539.749,"endTime":541.359,"body":"And then look to roll it out."},{"speaker":"Alex Baker","startTime":541.609,"endTime":541.929,"body":"Yeah."},{"speaker":"Alex Baker","startTime":541.929,"endTime":545.199,"body":"That there are the"},{"speaker":"Alex Baker","startTime":541.929,"endTime":545.199,"body":"support for some of the."},{"speaker":"Alex Baker","startTime":545.259,"endTime":549.459,"body":"Some of the third party"},{"speaker":"Alex Baker","startTime":545.259,"endTime":549.459,"body":"applications that you might expect."},{"speaker":"Alex Baker","startTime":549.749,"endTime":550.864,"body":"So for example, Mm-Hmm."},{"speaker":"Alex Baker","startTime":551.519,"endTime":551.79,"body":", no, no."},{"speaker":"Alex Baker","startTime":551.849,"endTime":554.699,"body":"Sort of specific bias towards Salesforce."},{"speaker":"Alex Baker","startTime":554.699,"endTime":557.849,"body":"I know we've mentioned it in the"},{"speaker":"Alex Baker","startTime":554.699,"endTime":557.849,"body":"past, but Salesforce is one that"},{"speaker":"Alex Baker","startTime":558.399,"endTime":561.849,"body":"does seem to have some some support"},{"speaker":"Alex Baker","startTime":558.399,"endTime":561.849,"body":"quite often for, for these kind"},{"speaker":"Alex Baker","startTime":561.854,"endTime":563.859,"body":"of connections and connectivity."},{"speaker":"Alex Baker","startTime":564.449,"endTime":568.524,"body":"There are some others that"},{"speaker":"Alex Baker","startTime":564.449,"endTime":568.524,"body":"are mentioned, so we've got."},{"speaker":"Alex Baker","startTime":569.004,"endTime":575.484,"body":"Some apps from Variant, from Julica, and"},{"speaker":"Alex Baker","startTime":569.004,"endTime":575.484,"body":"also NeuroFlash that apparently will,"},{"speaker":"Alex Baker","startTime":575.504,"endTime":578.134,"body":"will work in Amazon Connect at launch."},{"speaker":"Alex Baker","startTime":578.564,"endTime":582.014,"body":"So Julica, just taking that one"},{"speaker":"Alex Baker","startTime":578.564,"endTime":582.014,"body":"as an example, do, do a great"},{"speaker":"Alex Baker","startTime":582.184,"endTime":586.344,"body":"a great suite of, of Sort of BI"},{"speaker":"Alex Baker","startTime":582.184,"endTime":586.344,"body":"and, and reporting dashboards."},{"speaker":"Alex Baker","startTime":586.764,"endTime":590.264,"body":"So I think it could be quite cool"},{"speaker":"Alex Baker","startTime":586.764,"endTime":590.264,"body":"to be able to see that within the,"},{"speaker":"Alex Baker","startTime":590.284,"endTime":594.544,"body":"the agent portal surface, some kind"},{"speaker":"Alex Baker","startTime":590.284,"endTime":594.544,"body":"of agent dashboards to the agent,"},{"speaker":"Alex Baker","startTime":594.594,"endTime":597.294,"body":"just so they can get a picture of,"},{"speaker":"Alex Baker","startTime":594.594,"endTime":597.294,"body":"of what's going on in the contact"},{"speaker":"Alex Baker","startTime":597.324,"endTime":600.834,"body":"center, you know, how many calls are"},{"speaker":"Alex Baker","startTime":597.324,"endTime":600.834,"body":"queuing that kind of information."},{"speaker":"Tom Morgan","startTime":601.324,"endTime":601.834,"body":"Hmm."},{"speaker":"Tom Morgan","startTime":601.974,"endTime":602.544,"body":"That's nice."},{"speaker":"Tom Morgan","startTime":602.624,"endTime":606.634,"body":"So, yes,  go pester your third"},{"speaker":"Tom Morgan","startTime":602.624,"endTime":606.634,"body":"parties for integrations to the agent"},{"speaker":"Tom Morgan","startTime":606.634,"endTime":609.894,"body":"workspace if you don't already have"},{"speaker":"Tom Morgan","startTime":606.634,"endTime":609.894,"body":"them because yeah, that's Dust2A now."},{"speaker":"Tom Morgan","startTime":609.934,"endTime":610.624,"body":"So there's no excuse."},{"speaker":"Alex Baker","startTime":610.874,"endTime":611.524,"body":"Yeah, absolutely."},{"speaker":"Alex Baker","startTime":611.864,"endTime":612.564,"body":"And you're right."},{"speaker":"Alex Baker","startTime":612.564,"endTime":617.314,"body":"I guess maybe some of it's sort of"},{"speaker":"Alex Baker","startTime":612.564,"endTime":617.314,"body":"easier plug and play type functionality,"},{"speaker":"Alex Baker","startTime":617.314,"endTime":619.124,"body":"but it looks like some of the stuff."},{"speaker":"Alex Baker","startTime":619.444,"endTime":623.044,"body":"That I mentioned, like the event support,"},{"speaker":"Alex Baker","startTime":619.444,"endTime":623.044,"body":"there's probably a little bit more"},{"speaker":"Alex Baker","startTime":623.164,"endTime":627.184,"body":"development required behind the scenes"},{"speaker":"Alex Baker","startTime":623.164,"endTime":627.184,"body":"in order to take advantage of that."},{"speaker":"Alex Baker","startTime":627.184,"endTime":629.994,"body":"So yeah, definitely go and"},{"speaker":"Alex Baker","startTime":627.184,"endTime":629.994,"body":"talk to your dev team or to"},{"speaker":"Alex Baker","startTime":629.994,"endTime":631.704,"body":"your chosen partner about that."},{"speaker":"Alex Baker","startTime":631.924,"endTime":632.174,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":632.444,"endTime":635.544,"body":"And it's interesting"},{"speaker":"Tom Morgan","startTime":632.444,"endTime":635.544,"body":"to sort of see connect."},{"speaker":"Tom Morgan","startTime":635.794,"endTime":641.254,"body":"Taking the approach to integration with"},{"speaker":"Tom Morgan","startTime":635.794,"endTime":641.254,"body":"third parties in two different ways and"},{"speaker":"Tom Morgan","startTime":641.254,"endTime":642.874,"body":"pushing forward both of them separately."},{"speaker":"Tom Morgan","startTime":642.874,"endTime":646.274,"body":"And what I mean by that is like, you"},{"speaker":"Tom Morgan","startTime":642.874,"endTime":646.274,"body":"can take the CCP and put it into places."},{"speaker":"Tom Morgan","startTime":646.364,"endTime":649.594,"body":"So you could build your own,"},{"speaker":"Tom Morgan","startTime":646.364,"endTime":649.594,"body":"essentially your own agent workspace"},{"speaker":"Tom Morgan","startTime":650.094,"endTime":654.394,"body":"and put the CCP into it, or you can"},{"speaker":"Tom Morgan","startTime":650.094,"endTime":654.394,"body":"take their one and put your third"},{"speaker":"Tom Morgan","startTime":654.394,"endTime":657.014,"body":"party content into that as well."},{"speaker":"Tom Morgan","startTime":657.324,"endTime":661.014,"body":"And they seem to be pushing forward"},{"speaker":"Tom Morgan","startTime":657.324,"endTime":661.014,"body":"both approaches equally, which is nice."},{"speaker":"Tom Morgan","startTime":661.044,"endTime":661.064,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":661.314,"endTime":663.914,"body":"Yeah, different people, different"},{"speaker":"Tom Morgan","startTime":661.314,"endTime":663.914,"body":"requirements, different solutions."},{"speaker":"Alex Baker","startTime":664.164,"endTime":664.794,"body":"Yeah, definitely."},{"speaker":"Alex Baker","startTime":664.794,"endTime":667.734,"body":"And I guess some people may not"},{"speaker":"Alex Baker","startTime":664.794,"endTime":667.734,"body":"have the appetite to sort of"},{"speaker":"Alex Baker","startTime":667.734,"endTime":669.674,"body":"fully develop their own desktop."},{"speaker":"Alex Baker","startTime":670.174,"endTime":673.164,"body":"The nice thing about the agent"},{"speaker":"Alex Baker","startTime":670.174,"endTime":673.164,"body":"application is that it gives you that,"},{"speaker":"Alex Baker","startTime":673.164,"endTime":675.264,"body":"that great, that great starting point."},{"speaker":"Alex Baker","startTime":675.574,"endTime":679.424,"body":"And I think this just, this allows"},{"speaker":"Alex Baker","startTime":675.574,"endTime":679.424,"body":"for that, you know, you, you have a,"},{"speaker":"Alex Baker","startTime":679.524,"endTime":682.964,"body":"a prebuilt agent application that you"},{"speaker":"Alex Baker","startTime":679.524,"endTime":682.964,"body":"can add all of these out of the box"},{"speaker":"Alex Baker","startTime":682.974,"endTime":687.644,"body":"things to, but yeah, you can now bring"},{"speaker":"Alex Baker","startTime":682.974,"endTime":687.644,"body":"in those third party apps as well, which"},{"speaker":"Alex Baker","startTime":687.644,"endTime":692.074,"body":"is, I think it could be really powerful"},{"speaker":"Alex Baker","startTime":687.644,"endTime":692.074,"body":"looking forward to diving into some"},{"speaker":"Alex Baker","startTime":692.074,"endTime":693.884,"body":"actual customer use cases around this."},{"speaker":"Tom Morgan","startTime":694.134,"endTime":694.754,"body":"Yeah, definitely."},{"speaker":"Tom Morgan","startTime":694.834,"endTime":695.304,"body":"So that's cool."},{"speaker":"Tom Morgan","startTime":695.334,"endTime":696.414,"body":"So that's now GA."},{"speaker":"Tom Morgan","startTime":696.414,"endTime":697.184,"body":"You can go and get it."},{"speaker":"Tom Morgan","startTime":697.434,"endTime":697.944,"body":"Excellent."},{"speaker":"Tom Morgan","startTime":698.334,"endTime":698.784,"body":"."},{"speaker":"Tom Morgan","startTime":698.334,"endTime":698.784,"body":"Alex Baker: The next one."},{"speaker":"Tom Morgan","startTime":699.304,"endTime":699.514,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":699.514,"endTime":704.574,"body":"The next one, which is, this is"},{"speaker":"Tom Morgan","startTime":699.514,"endTime":704.574,"body":"also a, the feature is now GA."},{"speaker":"Tom Morgan","startTime":704.744,"endTime":705.794,"body":"It was in preview."},{"speaker":"Tom Morgan","startTime":706.374,"endTime":711.829,"body":"This one is generative Of course it's AI."},{"speaker":"Tom Morgan","startTime":712.159,"endTime":713.009,"body":"Of course it's Gen AI."},{"speaker":"Tom Morgan","startTime":713.009,"endTime":713.379,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":713.419,"endTime":714.689,"body":"How could we not have some of that?"},{"speaker":"Tom Morgan","startTime":715.169,"endTime":722.789,"body":"The feature uses Gen AI and it's powered"},{"speaker":"Tom Morgan","startTime":715.169,"endTime":722.789,"body":"under the hood by AWS's Bedrock service."},{"speaker":"Tom Morgan","startTime":723.099,"endTime":728.439,"body":"And it uses Bedrock to create"},{"speaker":"Tom Morgan","startTime":723.099,"endTime":728.439,"body":"short and concise post contact"},{"speaker":"Tom Morgan","startTime":728.509,"endTime":730.449,"body":"summaries of customer conversations."},{"speaker":"Tom Morgan","startTime":731.029,"endTime":731.379,"body":"So."},{"speaker":"Tom Morgan","startTime":732.044,"endTime":734.164,"body":"It sounds like a really nice addition."},{"speaker":"Tom Morgan","startTime":734.174,"endTime":734.784,"body":"This one."},{"speaker":"Tom Morgan","startTime":735.054,"endTime":737.164,"body":"Let's think of a use case."},{"speaker":"Tom Morgan","startTime":737.174,"endTime":742.524,"body":"So for example, a lot of our customers,"},{"speaker":"Tom Morgan","startTime":737.174,"endTime":742.524,"body":"they will say that their agents take"},{"speaker":"Tom Morgan","startTime":742.984,"endTime":747.164,"body":"something between maybe 10 seconds and"},{"speaker":"Tom Morgan","startTime":742.984,"endTime":747.164,"body":"up to a couple of minutes or more to"},{"speaker":"Tom Morgan","startTime":747.394,"endTime":749.344,"body":"sort of wrap up after the end of a call."},{"speaker":"Tom Morgan","startTime":750.014,"endTime":752.794,"body":"And that part of that might"},{"speaker":"Tom Morgan","startTime":750.014,"endTime":752.794,"body":"be sort of writing a summary"},{"speaker":"Tom Morgan","startTime":752.794,"endTime":754.464,"body":"of what happened in the call."},{"speaker":"Tom Morgan","startTime":754.534,"endTime":759.099,"body":"Any Outcomes or any actions that,"},{"speaker":"Tom Morgan","startTime":754.534,"endTime":759.099,"body":"that might've been taken, what"},{"speaker":"Tom Morgan","startTime":759.109,"endTime":762.699,"body":"this should do is it should do"},{"speaker":"Tom Morgan","startTime":759.109,"endTime":762.699,"body":"that automatically for the agent."},{"speaker":"Tom Morgan","startTime":762.699,"endTime":767.199,"body":"So I can see there's a real, a nice"},{"speaker":"Tom Morgan","startTime":762.699,"endTime":767.199,"body":"kind of demonstrable saving of time"},{"speaker":"Tom Morgan","startTime":767.339,"endTime":770.909,"body":"against every contact where you're"},{"speaker":"Tom Morgan","startTime":767.339,"endTime":770.909,"body":"saving the agent that time that"},{"speaker":"Tom Morgan","startTime":770.919,"endTime":774.209,"body":"they would use to, to summarize the,"},{"speaker":"Tom Morgan","startTime":770.919,"endTime":774.209,"body":"the the conversation they just had."},{"speaker":"Tom Morgan","startTime":774.569,"endTime":775.399,"body":"Yeah, absolutely."},{"speaker":"Tom Morgan","startTime":775.429,"endTime":778.039,"body":"And give better quality"},{"speaker":"Tom Morgan","startTime":775.429,"endTime":778.039,"body":"data as well in the wrap up."},{"speaker":"Tom Morgan","startTime":778.274,"endTime":781.554,"body":"You know, potentially, potentially"},{"speaker":"Tom Morgan","startTime":778.274,"endTime":781.554,"body":"not, but, you know, potentially"},{"speaker":"Tom Morgan","startTime":781.554,"endTime":786.224,"body":"like you imagine overworked agents,"},{"speaker":"Tom Morgan","startTime":781.554,"endTime":786.224,"body":"kind of the summaries may not always"},{"speaker":"Tom Morgan","startTime":786.224,"endTime":788.894,"body":"be the best, at least this way,"},{"speaker":"Tom Morgan","startTime":786.224,"endTime":788.894,"body":"there's a good start and then they"},{"speaker":"Tom Morgan","startTime":788.894,"endTime":791.184,"body":"can review and edit them as needed."},{"speaker":"Alex Baker","startTime":791.654,"endTime":793.414,"body":"Yeah, and it"},{"speaker":"Alex Baker","startTime":791.654,"endTime":793.414,"body":"should be consistent, right?"},{"speaker":"Alex Baker","startTime":793.664,"endTime":797.374,"body":"I guess if you're having multiple"},{"speaker":"Alex Baker","startTime":793.664,"endTime":797.374,"body":"different agents wrapping things up"},{"speaker":"Alex Baker","startTime":797.444,"endTime":802.344,"body":"potentially in their own styles, that"},{"speaker":"Alex Baker","startTime":797.444,"endTime":802.344,"body":"might be somewhat open to interpretation."},{"speaker":"Alex Baker","startTime":802.404,"endTime":807.294,"body":"At least this should keep that consistency"},{"speaker":"Alex Baker","startTime":802.404,"endTime":807.294,"body":"across all of those the contact summaries."},{"speaker":"Alex Baker","startTime":807.544,"endTime":813.264,"body":"It's also interestingly, it's claimed"},{"speaker":"Alex Baker","startTime":807.544,"endTime":813.264,"body":"in the admin docs that there are some."},{"speaker":"Alex Baker","startTime":813.749,"endTime":818.859,"body":"Sort of inherent controls implemented by"},{"speaker":"Alex Baker","startTime":813.749,"endTime":818.859,"body":"Bedrock to enforce safety and security,"},{"speaker":"Alex Baker","startTime":819.329,"endTime":823.799,"body":"so I imagine there's probably some quite"},{"speaker":"Alex Baker","startTime":819.329,"endTime":823.799,"body":"cleverly thought out prompt engineering"},{"speaker":"Alex Baker","startTime":823.809,"endTime":825.299,"body":"going on in the background there."},{"speaker":"Alex Baker","startTime":825.549,"endTime":830.359,"body":"For example, I was having a play with"},{"speaker":"Alex Baker","startTime":825.549,"endTime":830.359,"body":"it yesterday, and it does seem to."},{"speaker":"Alex Baker","startTime":830.549,"endTime":835.859,"body":"Automatically leave out any PII"},{"speaker":"Alex Baker","startTime":830.549,"endTime":835.859,"body":"type data, so it will, the summary"},{"speaker":"Alex Baker","startTime":835.859,"endTime":841.139,"body":"will refer to the agent and the"},{"speaker":"Alex Baker","startTime":835.859,"endTime":841.139,"body":"customer rather than including names."},{"speaker":"Alex Baker","startTime":841.539,"endTime":846.069,"body":"It will also, or it seems to"},{"speaker":"Alex Baker","startTime":841.539,"endTime":846.069,"body":"remove anything like payment,"},{"speaker":"Alex Baker","startTime":846.079,"endTime":850.279,"body":"specific payment details, anything,"},{"speaker":"Alex Baker","startTime":846.079,"endTime":850.279,"body":"anything specific, specific PII,"},{"speaker":"Alex Baker","startTime":850.299,"endTime":851.684,"body":"it does seem to just leave out."},{"speaker":"Alex Baker","startTime":851.784,"endTime":853.644,"body":"Remove that, leave it out to the summary."},{"speaker":"Tom Morgan","startTime":854.174,"endTime":854.954,"body":"That's interesting."},{"speaker":"Tom Morgan","startTime":854.964,"endTime":859.094,"body":"It'd be interesting to see how that"},{"speaker":"Tom Morgan","startTime":854.964,"endTime":859.094,"body":"works in different scenarios, you know,"},{"speaker":"Tom Morgan","startTime":859.114,"endTime":862.874,"body":"whether, whether it's completely foolproof"},{"speaker":"Tom Morgan","startTime":859.114,"endTime":862.874,"body":"or whether there are some use cases,"},{"speaker":"Tom Morgan","startTime":863.174,"endTime":865.454,"body":"you know, where it's tricky, isn't it?"},{"speaker":"Tom Morgan","startTime":865.544,"endTime":869.254,"body":"Like it's one person's PI is sometimes"},{"speaker":"Tom Morgan","startTime":865.544,"endTime":869.254,"body":"not another person's PI as well."},{"speaker":"Tom Morgan","startTime":869.284,"endTime":869.504,"body":"So,"},{"speaker":"Alex Baker","startTime":869.634,"endTime":869.954,"body":"yeah."},{"speaker":"Alex Baker","startTime":869.994,"endTime":870.464,"body":"Yeah."},{"speaker":"Alex Baker","startTime":870.774,"endTime":872.084,"body":"That will be an interesting"},{"speaker":"Alex Baker","startTime":870.774,"endTime":872.084,"body":"thing, won't it?"},{"speaker":"Alex Baker","startTime":872.124,"endTime":874.584,"body":"And I wonder if, I wonder if"},{"speaker":"Alex Baker","startTime":872.124,"endTime":874.584,"body":"people are already sort of."},{"speaker":"Alex Baker","startTime":874.709,"endTime":876.519,"body":"playing with it and trying to fool it."},{"speaker":"Alex Baker","startTime":876.569,"endTime":881.749,"body":"And, you know, how we saw with some"},{"speaker":"Alex Baker","startTime":876.569,"endTime":881.749,"body":"of the, the AI chatbots recently"},{"speaker":"Alex Baker","startTime":881.749,"endTime":886.239,"body":"where you could say certain things"},{"speaker":"Alex Baker","startTime":881.749,"endTime":886.239,"body":"to them, which took it totally off,"},{"speaker":"Alex Baker","startTime":886.459,"endTime":891.709,"body":"off script and, and, and made it say"},{"speaker":"Alex Baker","startTime":886.459,"endTime":891.709,"body":"potentially damaging things, it'd be"},{"speaker":"Alex Baker","startTime":891.709,"endTime":895.909,"body":"interesting to see how this copes with"},{"speaker":"Alex Baker","startTime":891.709,"endTime":895.909,"body":"that, that kind of that kind of use."},{"speaker":"Tom Morgan","startTime":896.169,"endTime":896.939,"body":"Yeah, definitely."},{"speaker":"Tom Morgan","startTime":897.039,"endTime":897.199,"body":"I don't."},{"speaker":"Tom Morgan","startTime":897.809,"endTime":900.289,"body":"I don't know if you have had the"},{"speaker":"Tom Morgan","startTime":897.809,"endTime":900.289,"body":"chance to look into this yet."},{"speaker":"Tom Morgan","startTime":900.619,"endTime":904.689,"body":"I was wondering how configurable"},{"speaker":"Tom Morgan","startTime":900.619,"endTime":904.689,"body":"it is in terms of, is it, you sort"},{"speaker":"Tom Morgan","startTime":904.689,"endTime":906.069,"body":"of just turn it on and that's it."},{"speaker":"Tom Morgan","startTime":906.329,"endTime":908.619,"body":"I know you said that it uses Bedrock."},{"speaker":"Tom Morgan","startTime":908.779,"endTime":913.289,"body":"Do you, I'm wondering if you get the"},{"speaker":"Tom Morgan","startTime":908.779,"endTime":913.289,"body":"opportunity to sort of uncover, like"},{"speaker":"Tom Morgan","startTime":913.309,"endTime":917.379,"body":"open that black box a little bit and"},{"speaker":"Tom Morgan","startTime":913.309,"endTime":917.379,"body":"see what model it's using, maybe even"},{"speaker":"Tom Morgan","startTime":917.389,"endTime":920.789,"body":"change the model, add some, like, you"},{"speaker":"Tom Morgan","startTime":917.389,"endTime":920.789,"body":"kind of might imagine you might want"},{"speaker":"Tom Morgan","startTime":920.789,"endTime":924.309,"body":"to fine tune it a little bit with like,"},{"speaker":"Tom Morgan","startTime":920.789,"endTime":924.309,"body":"these are my products in my catalog."},{"speaker":"Tom Morgan","startTime":924.349,"endTime":926.599,"body":"These are keywords in"},{"speaker":"Tom Morgan","startTime":924.349,"endTime":926.599,"body":"our industry, whatever."},{"speaker":"Alex Baker","startTime":926.849,"endTime":929.639,"body":"From what I've"},{"speaker":"Alex Baker","startTime":926.849,"endTime":929.639,"body":"seen yeah, I haven't, I haven't"},{"speaker":"Alex Baker","startTime":929.639,"endTime":931.029,"body":"played with it for too long."},{"speaker":"Alex Baker","startTime":931.079,"endTime":935.509,"body":"This one it is, it seems to be"},{"speaker":"Alex Baker","startTime":931.079,"endTime":935.509,"body":"sort of out of the box, easy"},{"speaker":"Alex Baker","startTime":935.509,"endTime":937.139,"body":"to switch on functionality."},{"speaker":"Alex Baker","startTime":937.239,"endTime":941.529,"body":"So you, you do, first of all, you"},{"speaker":"Alex Baker","startTime":937.239,"endTime":941.529,"body":"do need to be running contact lens"},{"speaker":"Alex Baker","startTime":941.679,"endTime":944.029,"body":"to do your post contact analysis."},{"speaker":"Alex Baker","startTime":944.549,"endTime":949.229,"body":"So that's a prerequisite of having"},{"speaker":"Alex Baker","startTime":944.549,"endTime":949.229,"body":"as you, as you'd imagine, really this"},{"speaker":"Alex Baker","startTime":949.309,"endTime":953.659,"body":"Post contact summary, but in terms of"},{"speaker":"Alex Baker","startTime":949.309,"endTime":953.659,"body":"turning it on, if you've already got"},{"speaker":"Alex Baker","startTime":953.659,"endTime":958.099,"body":"a contact lens turned on, it's in the"},{"speaker":"Alex Baker","startTime":953.659,"endTime":958.099,"body":"same recording and analytics box in"},{"speaker":"Alex Baker","startTime":958.099,"endTime":962.899,"body":"your contact flows, and it's just a"},{"speaker":"Alex Baker","startTime":958.099,"endTime":962.899,"body":"single tick box to enable the summary."},{"speaker":"Alex Baker","startTime":962.899,"endTime":967.009,"body":"So it is really easy to set up"},{"speaker":"Alex Baker","startTime":962.899,"endTime":967.009,"body":"the other thing that's quite."},{"speaker":"Alex Baker","startTime":967.334,"endTime":970.874,"body":"pleasing from what I can tell"},{"speaker":"Alex Baker","startTime":967.334,"endTime":970.874,"body":"is that it's included within"},{"speaker":"Alex Baker","startTime":970.884,"endTime":973.024,"body":"the contact lens usage cost."},{"speaker":"Alex Baker","startTime":973.434,"endTime":976.814,"body":"So it doesn't appear that there's any"},{"speaker":"Alex Baker","startTime":973.434,"endTime":976.814,"body":"additional charge for this, which is nice."},{"speaker":"Alex Baker","startTime":976.814,"endTime":980.234,"body":"It's kind of, if you're, if"},{"speaker":"Alex Baker","startTime":976.814,"endTime":980.234,"body":"you're using contact lens, great."},{"speaker":"Alex Baker","startTime":980.264,"endTime":984.784,"body":"Here's another really useful function for"},{"speaker":"Alex Baker","startTime":980.264,"endTime":984.784,"body":"it, which is, which is really good news."},{"speaker":"Alex Baker","startTime":985.264,"endTime":985.654,"body":"Yeah, that's"},{"speaker":"Tom Morgan","startTime":985.654,"endTime":986.164,"body":"really cool."},{"speaker":"Tom Morgan","startTime":986.254,"endTime":986.844,"body":"That's really good."},{"speaker":"Tom Morgan","startTime":987.074,"endTime":990.054,"body":"I'm just looking at the, the"},{"speaker":"Tom Morgan","startTime":987.074,"endTime":990.054,"body":"announcement text, cause it's."},{"speaker":"Tom Morgan","startTime":990.604,"endTime":995.264,"body":"Talks about using contact lens to"},{"speaker":"Tom Morgan","startTime":990.604,"endTime":995.264,"body":"submit evaluation to, to do sort of"},{"speaker":"Tom Morgan","startTime":995.314,"endTime":999.654,"body":"summarizations, but also outcomes"},{"speaker":"Tom Morgan","startTime":995.314,"endTime":999.654,"body":"and action items is like, that's"},{"speaker":"Tom Morgan","startTime":999.654,"endTime":1000.804,"body":"what contact lens already does."},{"speaker":"Tom Morgan","startTime":1000.804,"endTime":1004.604,"body":"It'd be interesting to see whether"},{"speaker":"Tom Morgan","startTime":1000.804,"endTime":1004.604,"body":"that comes into the summary as well,"},{"speaker":"Tom Morgan","startTime":1004.884,"endTime":1007.874,"body":"or whether it's more of a cut and"},{"speaker":"Tom Morgan","startTime":1004.884,"endTime":1007.874,"body":"dried, like, this is what happened."},{"speaker":"Tom Morgan","startTime":1008.124,"endTime":1008.284,"body":"I don't know,"},{"speaker":"Alex Baker","startTime":1008.494,"endTime":1012.484,"body":"yeah, I'm definitely"},{"speaker":"Alex Baker","startTime":1008.494,"endTime":1012.484,"body":"interested in seeing this and"},{"speaker":"Alex Baker","startTime":1013.004,"endTime":1017.494,"body":"seeing some  volume of data through"},{"speaker":"Alex Baker","startTime":1013.004,"endTime":1017.494,"body":"it and then having a look at what"},{"speaker":"Alex Baker","startTime":1017.494,"endTime":1018.774,"body":"comes out in those summaries."},{"speaker":"Alex Baker","startTime":1018.854,"endTime":1022.664,"body":"Yeah, like you say, to some"},{"speaker":"Alex Baker","startTime":1018.854,"endTime":1022.664,"body":"extent, contact lenses is"},{"speaker":"Alex Baker","startTime":1022.664,"endTime":1025.674,"body":"picking up on those actions and"},{"speaker":"Alex Baker","startTime":1022.664,"endTime":1025.674,"body":"outcomes and that kind of thing."},{"speaker":"Alex Baker","startTime":1025.904,"endTime":1028.604,"body":"How is that always"},{"speaker":"Alex Baker","startTime":1025.904,"endTime":1028.604,"body":"reflected in the summary?"},{"speaker":"Alex Baker","startTime":1028.894,"endTime":1029.324,"body":"Yes."},{"speaker":"Tom Morgan","startTime":1029.744,"endTime":1033.144,"body":"And I kind of, this"},{"speaker":"Tom Morgan","startTime":1029.744,"endTime":1033.144,"body":"is, I'm a sort of developer, right?"},{"speaker":"Tom Morgan","startTime":1033.144,"endTime":1035.714,"body":"So I'm always kind of looking for the"},{"speaker":"Tom Morgan","startTime":1033.144,"endTime":1035.714,"body":"opportunities and this is probably"},{"speaker":"Tom Morgan","startTime":1035.714,"endTime":1038.974,"body":"a bit too much to hopeful, but"},{"speaker":"Tom Morgan","startTime":1035.714,"endTime":1038.974,"body":"maybe next, maybe next iteration."},{"speaker":"Tom Morgan","startTime":1039.224,"endTime":1041.394,"body":"But like, I'm just taking the"},{"speaker":"Tom Morgan","startTime":1039.224,"endTime":1041.394,"body":"first thing we talked about and"},{"speaker":"Tom Morgan","startTime":1041.474,"endTime":1042.594,"body":"the second thing we talked about."},{"speaker":"Tom Morgan","startTime":1042.864,"endTime":1046.834,"body":"It would be amazing if , if there was"},{"speaker":"Tom Morgan","startTime":1042.864,"endTime":1046.834,"body":"an event, you know, you could have a,"},{"speaker":"Tom Morgan","startTime":1046.864,"endTime":1050.674,"body":"an integration in workspaces, agent"},{"speaker":"Tom Morgan","startTime":1046.864,"endTime":1050.674,"body":"workspaces that is event driven to be"},{"speaker":"Tom Morgan","startTime":1050.674,"endTime":1054.789,"body":"like, I've made the summary now because"},{"speaker":"Tom Morgan","startTime":1050.674,"endTime":1054.789,"body":"I would take that and then, you know,"},{"speaker":"Tom Morgan","startTime":1055.119,"endTime":1058.529,"body":"take it automatically into the CRM"},{"speaker":"Tom Morgan","startTime":1055.119,"endTime":1058.529,"body":"without asking the agent to do it."},{"speaker":"Tom Morgan","startTime":1058.689,"endTime":1062.099,"body":"If I had, you know, if I'd written"},{"speaker":"Tom Morgan","startTime":1058.689,"endTime":1062.099,"body":"my third party integration for agent"},{"speaker":"Tom Morgan","startTime":1062.099,"endTime":1066.559,"body":"workspaces, if that was an event"},{"speaker":"Tom Morgan","startTime":1062.099,"endTime":1066.559,"body":"now, when you announce two things"},{"speaker":"Tom Morgan","startTime":1066.559,"endTime":1070.159,"body":"like that at the same time, it is"},{"speaker":"Tom Morgan","startTime":1066.559,"endTime":1070.159,"body":"a lot to us to expect them to work"},{"speaker":"Tom Morgan","startTime":1070.209,"endTime":1071.789,"body":"together straight out of the box."},{"speaker":"Tom Morgan","startTime":1072.079,"endTime":1074.779,"body":"Because it's two different product"},{"speaker":"Tom Morgan","startTime":1072.079,"endTime":1074.779,"body":"teams working kind of, not quite in"},{"speaker":"Tom Morgan","startTime":1074.779,"endTime":1077.729,"body":"isolation, but like, yeah, two product"},{"speaker":"Tom Morgan","startTime":1074.779,"endTime":1077.729,"body":"teams working on their own thing."},{"speaker":"Tom Morgan","startTime":1078.059,"endTime":1080.679,"body":"So we might have to wait for that, but"},{"speaker":"Tom Morgan","startTime":1078.059,"endTime":1080.679,"body":"that'd be interesting to follow up."},{"speaker":"Alex Baker","startTime":1081.079,"endTime":1083.139,"body":"Yeah, no, actually,"},{"speaker":"Alex Baker","startTime":1081.079,"endTime":1083.139,"body":"there's an interesting point."},{"speaker":"Alex Baker","startTime":1083.149,"endTime":1084.149,"body":"I think."},{"speaker":"Alex Baker","startTime":1084.619,"endTime":1088.249,"body":"There are, there's some events going"},{"speaker":"Alex Baker","startTime":1084.619,"endTime":1088.249,"body":"on behind the scenes, which would allow"},{"speaker":"Alex Baker","startTime":1088.249,"endTime":1092.819,"body":"you to do that, even if it's not in"},{"speaker":"Alex Baker","startTime":1088.249,"endTime":1092.819,"body":"itself, sort of tick box functionality"},{"speaker":"Alex Baker","startTime":1093.209,"endTime":1098.029,"body":"I believe it's something that would be"},{"speaker":"Alex Baker","startTime":1093.209,"endTime":1098.029,"body":"exposed in, in the event bridge stream."},{"speaker":"Alex Baker","startTime":1098.029,"endTime":1102.829,"body":"So there would be an event to say that the"},{"speaker":"Alex Baker","startTime":1098.029,"endTime":1102.829,"body":"summary has been generated that summary"},{"speaker":"Alex Baker","startTime":1102.829,"endTime":1105.679,"body":"text is, is written to the analysis file."},{"speaker":"Alex Baker","startTime":1105.919,"endTime":1109.414,"body":"So yes, I, I don't see why you"},{"speaker":"Alex Baker","startTime":1105.919,"endTime":1109.414,"body":"couldn't have a, Lambda function"},{"speaker":"Alex Baker","startTime":1109.544,"endTime":1112.514,"body":"off the back of that event, which"},{"speaker":"Alex Baker","startTime":1109.544,"endTime":1112.514,"body":"could then write your, your summary"},{"speaker":"Alex Baker","startTime":1112.514,"endTime":1115.034,"body":"to your CRM or something like that."},{"speaker":"Alex Baker","startTime":1115.034,"endTime":1115.714,"body":"The other thing."},{"speaker":"Alex Baker","startTime":1116.274,"endTime":1120.644,"body":"That I think could be quite interesting"},{"speaker":"Alex Baker","startTime":1116.274,"endTime":1120.644,"body":"is where you've got that summary written"},{"speaker":"Alex Baker","startTime":1120.644,"endTime":1123.704,"body":"to the raw data, the raw analysis file."},{"speaker":"Alex Baker","startTime":1124.164,"endTime":1127.934,"body":"It would be really good to maybe"},{"speaker":"Alex Baker","startTime":1124.164,"endTime":1127.934,"body":"look at doing sort of summaries of,"},{"speaker":"Alex Baker","startTime":1127.954,"endTime":1129.414,"body":"of summaries, if that makes sense."},{"speaker":"Alex Baker","startTime":1129.424,"endTime":1132.724,"body":"So you have the summary data, which"},{"speaker":"Alex Baker","startTime":1129.424,"endTime":1132.724,"body":"is a lot more concise than your,"},{"speaker":"Alex Baker","startTime":1133.024,"endTime":1135.081,"body":"your full contact trans transcript."},{"speaker":"Alex Baker","startTime":1135.081,"endTime":1140.637,"body":"What can we do with, with further"},{"speaker":"Alex Baker","startTime":1135.081,"endTime":1140.637,"body":"sort of analysis and maybe gen AI"},{"speaker":"Alex Baker","startTime":1140.637,"endTime":1144.818,"body":"summarization to say, These are all"},{"speaker":"Alex Baker","startTime":1140.637,"endTime":1144.818,"body":"the, the calls over a certain time"},{"speaker":"Alex Baker","startTime":1144.818,"endTime":1147.048,"body":"period for a particular customer."},{"speaker":"Alex Baker","startTime":1147.568,"endTime":1151.198,"body":"Are there any interesting trends"},{"speaker":"Alex Baker","startTime":1147.568,"endTime":1151.198,"body":"that we can see just from summarizing"},{"speaker":"Alex Baker","startTime":1151.228,"endTime":1153.938,"body":"that those summarizing those"},{"speaker":"Alex Baker","startTime":1151.228,"endTime":1153.938,"body":"summaries, if that makes sense?"},{"speaker":"Tom Morgan","startTime":1154.188,"endTime":1155.128,"body":"Yeah, absolutely."},{"speaker":"Tom Morgan","startTime":1155.138,"endTime":1159.258,"body":"And gosh, yeah, not even just across"},{"speaker":"Tom Morgan","startTime":1155.138,"endTime":1159.258,"body":"that customer, but like customers"},{"speaker":"Tom Morgan","startTime":1159.258,"endTime":1163.438,"body":"who brought this product or this type"},{"speaker":"Tom Morgan","startTime":1159.258,"endTime":1163.438,"body":"of product, you know, like the, you"},{"speaker":"Tom Morgan","startTime":1163.438,"endTime":1164.828,"body":"know, the returns aren't high, but."},{"speaker":"Tom Morgan","startTime":1165.323,"endTime":1168.523,"body":"There's a ton of support calls when"},{"speaker":"Tom Morgan","startTime":1165.323,"endTime":1168.523,"body":"people buy this particular product,"},{"speaker":"Tom Morgan","startTime":1168.603,"endTime":1171.983,"body":"you know, and they are all about"},{"speaker":"Tom Morgan","startTime":1168.603,"endTime":1171.983,"body":"whatever it is, you know, can't"},{"speaker":"Tom Morgan","startTime":1172.143,"endTime":1173.633,"body":"work out to turn it on or something."},{"speaker":"Alex Baker","startTime":1174.303,"endTime":1174.623,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1174.683,"endTime":1175.163,"body":"Really interesting."},{"speaker":"Alex Baker","startTime":1175.163,"endTime":1175.443,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1175.443,"endTime":1175.753,"body":"Great."},{"speaker":"Alex Baker","startTime":1176.073,"endTime":1181.003,"body":"As usual, it's just, it's, it's another,"},{"speaker":"Alex Baker","startTime":1176.073,"endTime":1181.003,"body":"another excellent and interesting"},{"speaker":"Alex Baker","startTime":1181.153,"endTime":1184.903,"body":"sort of source of, of raw data that,"},{"speaker":"Alex Baker","startTime":1181.153,"endTime":1184.903,"body":"that you could put into your, your"},{"speaker":"Alex Baker","startTime":1184.903,"endTime":1189.672,"body":"data lake and, and do some interesting"},{"speaker":"Alex Baker","startTime":1184.903,"endTime":1189.672,"body":"And get some insights on, I'm sure."},{"speaker":"Alex Baker","startTime":1189.942,"endTime":1190.212,"body":"Yep."},{"speaker":"Tom Morgan","startTime":1190.542,"endTime":1191.192,"body":"Absolutely."},{"speaker":"Tom Morgan","startTime":1191.522,"endTime":1192.142,"body":"Okay, cool."},{"speaker":"Tom Morgan","startTime":1192.272,"endTime":1192.762,"body":"What else?"},{"speaker":"Alex Baker","startTime":1193.712,"endTime":1194.572,"body":"Where, where are we?"},{"speaker":"Alex Baker","startTime":1194.572,"endTime":1197.702,"body":"So we've done the third party"},{"speaker":"Alex Baker","startTime":1194.572,"endTime":1197.702,"body":"apps in the agent workspace."},{"speaker":"Alex Baker","startTime":1197.732,"endTime":1200.702,"body":"We've talked about the gen AI"},{"speaker":"Alex Baker","startTime":1197.732,"endTime":1200.702,"body":"powered post contact summaries."},{"speaker":"Alex Baker","startTime":1201.182,"endTime":1205.962,"body":"The next one on the list was Amazon"},{"speaker":"Alex Baker","startTime":1201.182,"endTime":1205.962,"body":"connect allows you to create rich"},{"speaker":"Alex Baker","startTime":1206.072,"endTime":1210.442,"body":"interactive chat experiences for"},{"speaker":"Alex Baker","startTime":1206.072,"endTime":1210.442,"body":"customers using step by step guides."},{"speaker":"Alex Baker","startTime":1211.042,"endTime":1212.142,"body":"This one, I haven't."},{"speaker":"Alex Baker","startTime":1212.332,"endTime":1214.122,"body":"Had a chance to play with or anything."},{"speaker":"Alex Baker","startTime":1214.152,"endTime":1217.032,"body":"So let's just sort of take a look"},{"speaker":"Alex Baker","startTime":1214.152,"endTime":1217.032,"body":"through some of the documentation."},{"speaker":"Alex Baker","startTime":1217.402,"endTime":1222.492,"body":"This is sort of building on the, the"},{"speaker":"Alex Baker","startTime":1217.402,"endTime":1222.492,"body":"existing step by step guide functionality,"},{"speaker":"Alex Baker","startTime":1222.492,"endTime":1226.102,"body":"which is, it's another thing that you"},{"speaker":"Alex Baker","startTime":1222.492,"endTime":1226.102,"body":"can build into that agent workspace."},{"speaker":"Alex Baker","startTime":1226.562,"endTime":1230.632,"body":"So it allows you, it's kind"},{"speaker":"Alex Baker","startTime":1226.562,"endTime":1230.632,"body":"of a low or no code solution."},{"speaker":"Alex Baker","startTime":1231.012,"endTime":1235.872,"body":"Which allows you to use the connect"},{"speaker":"Alex Baker","startTime":1231.012,"endTime":1235.872,"body":"portal and put in place some step"},{"speaker":"Alex Baker","startTime":1235.872,"endTime":1241.492,"body":"by step guides as the name implies"},{"speaker":"Alex Baker","startTime":1235.872,"endTime":1241.492,"body":"based on events in your contact flows"},{"speaker":"Alex Baker","startTime":1241.982,"endTime":1246.972,"body":"that give the agent some, some sort"},{"speaker":"Alex Baker","startTime":1241.982,"endTime":1246.972,"body":"of context specific information."},{"speaker":"Alex Baker","startTime":1247.462,"endTime":1253.57,"body":"So, for example, if a call comes in for"},{"speaker":"Alex Baker","startTime":1247.462,"endTime":1253.57,"body":"let's say aeroplane, Ticket booking queue."},{"speaker":"Alex Baker","startTime":1253.74,"endTime":1258.57,"body":"The step by step guides could guide the"},{"speaker":"Alex Baker","startTime":1253.74,"endTime":1258.57,"body":"agent through the process of, of the,"},{"speaker":"Alex Baker","startTime":1258.58,"endTime":1261.0,"body":"the, the customer making the booking."},{"speaker":"Tom Morgan","startTime":1261.49,"endTime":1262.14,"body":"Okay."},{"speaker":"Tom Morgan","startTime":1262.24,"endTime":1265.61,"body":"And so it's that same"},{"speaker":"Tom Morgan","startTime":1262.24,"endTime":1265.61,"body":"kind of experience for."},{"speaker":"Tom Morgan","startTime":1266.095,"endTime":1268.025,"body":"Not agents, but for customers."},{"speaker":"Tom Morgan","startTime":1268.235,"endTime":1271.545,"body":"So presumably this is customers"},{"speaker":"Tom Morgan","startTime":1268.235,"endTime":1271.545,"body":"hitting like the chat bot by the,"},{"speaker":"Tom Morgan","startTime":1271.785,"endTime":1273.215,"body":"the kind of communications widget."},{"speaker":"Tom Morgan","startTime":1273.215,"endTime":1274.005,"body":"Is that"},{"speaker":"Alex Baker","startTime":1274.015,"endTime":1274.515,"body":"right?"},{"speaker":"Alex Baker","startTime":1274.915,"endTime":1275.435,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1275.435,"endTime":1275.725,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1275.725,"endTime":1279.655,"body":"So yeah, coming into an Amazon"},{"speaker":"Alex Baker","startTime":1275.725,"endTime":1279.655,"body":"connect chat interaction."},{"speaker":"Alex Baker","startTime":1279.695,"endTime":1281.375,"body":"Yes, potentially fire that."},{"speaker":"Alex Baker","startTime":1282.095,"endTime":1286.575,"body":"The widget that you can, you can sort of"},{"speaker":"Alex Baker","startTime":1282.095,"endTime":1286.575,"body":"deploy a fairly out of the box version"},{"speaker":"Alex Baker","startTime":1286.575,"endTime":1291.455,"body":"of it with a little snippet of code from"},{"speaker":"Alex Baker","startTime":1286.575,"endTime":1291.455,"body":"your connect instance, or you can go"},{"speaker":"Alex Baker","startTime":1291.455,"endTime":1293.965,"body":"sort of full all out, develop your own."},{"speaker":"Alex Baker","startTime":1294.705,"endTime":1297.215,"body":"Let's just have a look at some,"},{"speaker":"Alex Baker","startTime":1294.705,"endTime":1297.215,"body":"some more of the docs around this."},{"speaker":"Alex Baker","startTime":1297.215,"endTime":1301.005,"body":"So we we've got the feature"},{"speaker":"Alex Baker","startTime":1297.215,"endTime":1301.005,"body":"helps you resolve ends customer"},{"speaker":"Alex Baker","startTime":1301.085,"endTime":1304.725,"body":"issues faster by gathering and"},{"speaker":"Alex Baker","startTime":1301.085,"endTime":1304.725,"body":"transferring contacts to your agents."},{"speaker":"Alex Baker","startTime":1305.225,"endTime":1307.965,"body":"So you can present the same"},{"speaker":"Alex Baker","startTime":1305.225,"endTime":1307.965,"body":"guides that you built for"},{"speaker":"Alex Baker","startTime":1307.965,"endTime":1310.125,"body":"your agents to end customers."},{"speaker":"Alex Baker","startTime":1310.375,"endTime":1310.845,"body":"Oh, I"},{"speaker":"Tom Morgan","startTime":1310.845,"endTime":1310.865,"body":"see."},{"speaker":"Tom Morgan","startTime":1311.825,"endTime":1312.125,"body":"Right."},{"speaker":"Tom Morgan","startTime":1312.165,"endTime":1312.435,"body":"Okay."},{"speaker":"Tom Morgan","startTime":1312.435,"endTime":1312.975,"body":"That's cool."},{"speaker":"Tom Morgan","startTime":1313.015,"endTime":1313.265,"body":"Yes."},{"speaker":"Tom Morgan","startTime":1313.515,"endTime":1318.175,"body":"So in your example previously, let me"},{"speaker":"Tom Morgan","startTime":1313.515,"endTime":1318.175,"body":"see if I understand this, where you"},{"speaker":"Tom Morgan","startTime":1318.175,"endTime":1320.565,"body":"had the step by step guide by agents,"},{"speaker":"Tom Morgan","startTime":1318.175,"endTime":1320.565,"body":"it might have been when they want"},{"speaker":"Tom Morgan","startTime":1320.565,"endTime":1323.335,"body":"to book a plane ticket, you need to"},{"speaker":"Tom Morgan","startTime":1320.565,"endTime":1323.335,"body":"ask them for their passport number,"},{"speaker":"Tom Morgan","startTime":1323.335,"endTime":1326.245,"body":"their first, their last name, their"},{"speaker":"Tom Morgan","startTime":1323.335,"endTime":1326.245,"body":"date of birth, all the things, right?"},{"speaker":"Tom Morgan","startTime":1327.265,"endTime":1328.935,"body":"This is moving that to."},{"speaker":"Tom Morgan","startTime":1329.185,"endTime":1332.305,"body":"Let's get the chat bot to ask the"},{"speaker":"Tom Morgan","startTime":1329.185,"endTime":1332.305,"body":"customer before they get to the agent."},{"speaker":"Tom Morgan","startTime":1332.305,"endTime":1333.355,"body":"So the agent doesn't have to do"},{"speaker":"Alex Baker","startTime":1333.355,"endTime":1333.555,"body":"it."},{"speaker":"Alex Baker","startTime":1333.805,"endTime":1334.165,"body":"Yes."},{"speaker":"Alex Baker","startTime":1334.205,"endTime":1334.915,"body":"That's what it seems like."},{"speaker":"Alex Baker","startTime":1334.925,"endTime":1335.055,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1335.335,"endTime":1337.395,"body":"It's taking that and why"},{"speaker":"Alex Baker","startTime":1335.335,"endTime":1337.395,"body":"wouldn't they, I guess."},{"speaker":"Alex Baker","startTime":1337.395,"endTime":1342.165,"body":"So you've got this, this rich"},{"speaker":"Alex Baker","startTime":1337.395,"endTime":1342.165,"body":"kind of process flow management"},{"speaker":"Alex Baker","startTime":1342.165,"endTime":1344.855,"body":"set up within connect actually."},{"speaker":"Alex Baker","startTime":1344.855,"endTime":1347.915,"body":"It does make total sense to expose"},{"speaker":"Alex Baker","startTime":1344.855,"endTime":1347.915,"body":"that to the customer, doesn't it?"},{"speaker":"Alex Baker","startTime":1347.925,"endTime":1352.465,"body":"So if you want to, you want to try and"},{"speaker":"Alex Baker","startTime":1347.925,"endTime":1352.465,"body":"sort of more try for more automation"},{"speaker":"Alex Baker","startTime":1352.465,"endTime":1354.295,"body":"on some of your, Your flow journeys."},{"speaker":"Alex Baker","startTime":1354.345,"endTime":1356.145,"body":"This sounds like a great way to do"},{"speaker":"Tom Morgan","startTime":1356.145,"endTime":1356.385,"body":"that."},{"speaker":"Tom Morgan","startTime":1356.635,"endTime":1357.595,"body":"I'm all in for this."},{"speaker":"Tom Morgan","startTime":1357.615,"endTime":1359.165,"body":"I want this to come to voice as well."},{"speaker":"Tom Morgan","startTime":1359.415,"endTime":1360.735,"body":"I, you know what I mean?"},{"speaker":"Tom Morgan","startTime":1360.735,"endTime":1364.845,"body":"Like when I do finally get connected"},{"speaker":"Tom Morgan","startTime":1360.735,"endTime":1364.845,"body":"to somebody, I don't, I just don't"},{"speaker":"Tom Morgan","startTime":1364.845,"endTime":1367.685,"body":"want to have that whole conversation"},{"speaker":"Tom Morgan","startTime":1364.845,"endTime":1367.685,"body":"about like, what's your number,"},{"speaker":"Tom Morgan","startTime":1367.755,"endTime":1369.115,"body":"confirm this, confirm that."},{"speaker":"Tom Morgan","startTime":1369.125,"endTime":1371.675,"body":"Like you just want to get straight"},{"speaker":"Tom Morgan","startTime":1369.125,"endTime":1371.675,"body":"into, especially if this can"},{"speaker":"Tom Morgan","startTime":1371.675,"endTime":1375.155,"body":"happen whilst you're queuing and"},{"speaker":"Tom Morgan","startTime":1371.675,"endTime":1375.155,"body":"take off some of that queue time."},{"speaker":"Tom Morgan","startTime":1375.475,"endTime":1376.655,"body":"I mean, you're waiting"},{"speaker":"Tom Morgan","startTime":1375.475,"endTime":1376.655,"body":"the same amount of time."},{"speaker":"Tom Morgan","startTime":1376.655,"endTime":1377.655,"body":"It just doesn't feel like it."},{"speaker":"Tom Morgan","startTime":1377.945,"endTime":1379.075,"body":"I don't know if that's true."},{"speaker":"Tom Morgan","startTime":1379.075,"endTime":1379.285,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":1379.45,"endTime":1381.9,"body":"But yeah, I had a really good"},{"speaker":"Tom Morgan","startTime":1379.45,"endTime":1381.9,"body":"contact center experience yesterday,"},{"speaker":"Tom Morgan","startTime":1381.9,"endTime":1386.52,"body":"actually with a company who I think"},{"speaker":"Tom Morgan","startTime":1381.9,"endTime":1386.52,"body":"knew who I was based on my number,"},{"speaker":"Tom Morgan","startTime":1386.84,"endTime":1388.15,"body":"like my inbound calling number."},{"speaker":"Tom Morgan","startTime":1388.47,"endTime":1392.89,"body":"So they just asked me to confirm"},{"speaker":"Tom Morgan","startTime":1388.47,"endTime":1392.89,"body":"some things and like, I didn't"},{"speaker":"Tom Morgan","startTime":1392.9,"endTime":1395.46,"body":"have to read out a massive policy"},{"speaker":"Tom Morgan","startTime":1392.9,"endTime":1395.46,"body":"number and they confirmed it."},{"speaker":"Tom Morgan","startTime":1395.96,"endTime":1399.43,"body":"Confirmed by, you know, asked me to"},{"speaker":"Tom Morgan","startTime":1395.96,"endTime":1399.43,"body":"confirm a few things and then confirm"},{"speaker":"Tom Morgan","startTime":1399.55,"endTime":1402.45,"body":"back to me that I was talking about"},{"speaker":"Tom Morgan","startTime":1399.55,"endTime":1402.45,"body":"this vehicle and all that sort of stuff."},{"speaker":"Tom Morgan","startTime":1402.45,"endTime":1402.95,"body":"It was a really good"},{"speaker":"Alex Baker","startTime":1402.95,"endTime":1403.32,"body":"experience."},{"speaker":"Alex Baker","startTime":1403.57,"endTime":1403.8,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1403.8,"endTime":1407.3,"body":"It's nice when you do happen across"},{"speaker":"Alex Baker","startTime":1403.8,"endTime":1407.3,"body":"those good experiences, isn't it?"},{"speaker":"Alex Baker","startTime":1407.35,"endTime":1412.42,"body":"And you feel like it's quite a, quite"},{"speaker":"Alex Baker","startTime":1407.35,"endTime":1412.42,"body":"a frictionless, seamless transaction."},{"speaker":"Alex Baker","startTime":1412.67,"endTime":1413.555,"body":"Did you."},{"speaker":"Alex Baker","startTime":1413.965,"endTime":1417.465,"body":"Did you manage to do everything"},{"speaker":"Alex Baker","startTime":1413.965,"endTime":1417.465,"body":"via automation or was it just,"},{"speaker":"Alex Baker","startTime":1417.475,"endTime":1418.745,"body":"it sort of took some details and"},{"speaker":"Tom Morgan","startTime":1418.795,"endTime":1419.875,"body":"then connected"},{"speaker":"Tom Morgan","startTime":1418.795,"endTime":1419.875,"body":"you to something?"},{"speaker":"Tom Morgan","startTime":1419.885,"endTime":1421.995,"body":"No, yeah, it was all agent led actually."},{"speaker":"Tom Morgan","startTime":1422.025,"endTime":1426.025,"body":"That, that it wasn't that, that would"},{"speaker":"Tom Morgan","startTime":1422.025,"endTime":1426.025,"body":"have benefited from this, I think."},{"speaker":"Tom Morgan","startTime":1426.125,"endTime":1430.235,"body":"In that case where it felt like"},{"speaker":"Tom Morgan","startTime":1426.125,"endTime":1430.235,"body":"the agent was pretty confident who"},{"speaker":"Tom Morgan","startTime":1430.235,"endTime":1434.155,"body":"I was anyway, based on my number,"},{"speaker":"Tom Morgan","startTime":1430.235,"endTime":1434.155,"body":"they just had to confirm who I was."},{"speaker":"Tom Morgan","startTime":1434.205,"endTime":1437.435,"body":"It was, I wasn't coming in completely,"},{"speaker":"Tom Morgan","startTime":1434.205,"endTime":1437.435,"body":"completely cold, like that, you know, they"},{"speaker":"Tom Morgan","startTime":1437.435,"endTime":1438.735,"body":"were asking me to confirm some things."},{"speaker":"Tom Morgan","startTime":1439.105,"endTime":1442.025,"body":"So yeah, I think they already"},{"speaker":"Tom Morgan","startTime":1439.105,"endTime":1442.025,"body":"knew who I was in that case."},{"speaker":"Tom Morgan","startTime":1442.025,"endTime":1444.185,"body":"It would have been great if that"},{"speaker":"Tom Morgan","startTime":1442.025,"endTime":1444.185,"body":"could have been done automatically"},{"speaker":"Tom Morgan","startTime":1444.625,"endTime":1446.855,"body":"because it would have saved a bit"},{"speaker":"Tom Morgan","startTime":1444.625,"endTime":1446.855,"body":"of time on the front of the call."},{"speaker":"Tom Morgan","startTime":1447.135,"endTime":1447.355,"body":"But"},{"speaker":"Alex Baker","startTime":1447.555,"endTime":1449.925,"body":"yeah, yeah,"},{"speaker":"Alex Baker","startTime":1447.555,"endTime":1449.925,"body":"it's, it's nice though."},{"speaker":"Alex Baker","startTime":1449.925,"endTime":1450.215,"body":"Isn't it?"},{"speaker":"Alex Baker","startTime":1450.215,"endTime":1450.575,"body":"When."},{"speaker":"Alex Baker","startTime":1451.22,"endTime":1456.47,"body":"You feel like they at least know something"},{"speaker":"Alex Baker","startTime":1451.22,"endTime":1456.47,"body":"about you and that it is Tom, or that"},{"speaker":"Alex Baker","startTime":1456.47,"endTime":1459.32,"body":"they're at least trying to, trying to"},{"speaker":"Alex Baker","startTime":1456.47,"endTime":1459.32,"body":"determine that rather than starting"},{"speaker":"Alex Baker","startTime":1459.33,"endTime":1463.97,"body":"the call with the agent right from"},{"speaker":"Alex Baker","startTime":1459.33,"endTime":1463.97,"body":"the get go and trying to identify you."},{"speaker":"Tom Morgan","startTime":1464.27,"endTime":1465.27,"body":"Yeah, exactly."},{"speaker":"Tom Morgan","startTime":1465.35,"endTime":1466.02,"body":"No, exactly."},{"speaker":"Tom Morgan","startTime":1466.02,"endTime":1467.05,"body":"So that was, that was nice."},{"speaker":"Alex Baker","startTime":1467.71,"endTime":1467.81,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1467.82,"endTime":1472.54,"body":"Let's see, what else have we got about"},{"speaker":"Alex Baker","startTime":1467.82,"endTime":1472.54,"body":"the, so the no code chat experiences,"},{"speaker":"Alex Baker","startTime":1472.74,"endTime":1474.56,"body":"anything else to pull out about that one?"},{"speaker":"Alex Baker","startTime":1475.15,"endTime":1477.21,"body":"So we've got, for example,"},{"speaker":"Alex Baker","startTime":1475.15,"endTime":1477.21,"body":"offering an end customer."},{"speaker":"Alex Baker","startTime":1477.85,"endTime":1481.31,"body":"Options for potential issues they're"},{"speaker":"Alex Baker","startTime":1477.85,"endTime":1481.31,"body":"trying to solve on their own."},{"speaker":"Alex Baker","startTime":1481.35,"endTime":1484.05,"body":"So, yeah, that sort of"},{"speaker":"Alex Baker","startTime":1481.35,"endTime":1484.05,"body":"automation type take on it."},{"speaker":"Alex Baker","startTime":1484.59,"endTime":1489.67,"body":"Or if a customer calls an agent about"},{"speaker":"Alex Baker","startTime":1484.59,"endTime":1489.67,"body":"a product return, the agent could push"},{"speaker":"Alex Baker","startTime":1489.74,"endTime":1492.59,"body":"a step by step flow delivered via chat."},{"speaker":"Alex Baker","startTime":1492.84,"endTime":1496.92,"body":"That's, that's quite interesting"},{"speaker":"Alex Baker","startTime":1492.84,"endTime":1496.92,"body":"as well, having a kind of"},{"speaker":"Alex Baker","startTime":1496.93,"endTime":1498.46,"body":"multi channel angle to it."},{"speaker":"Tom Morgan","startTime":1498.77,"endTime":1499.15,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":1499.18,"endTime":1500.4,"body":"Almost like a mix and match."},{"speaker":"Tom Morgan","startTime":1500.45,"endTime":1503.82,"body":"It's like you, you do get through"},{"speaker":"Tom Morgan","startTime":1500.45,"endTime":1503.82,"body":"to an agent and it's the agent that"},{"speaker":"Tom Morgan","startTime":1503.82,"endTime":1508.51,"body":"figures out, oh, you want to return the"},{"speaker":"Tom Morgan","startTime":1503.82,"endTime":1508.51,"body":"product, pushes a button and then almost"},{"speaker":"Tom Morgan","startTime":1508.51,"endTime":1510.9,"body":"hands off the process of doing that."},{"speaker":"Alex Baker","startTime":1511.15,"endTime":1511.61,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1511.61,"endTime":1516.077,"body":"When we talked a bit about sort of"},{"speaker":"Alex Baker","startTime":1511.61,"endTime":1516.077,"body":"ensuring consistency, didn't we?"},{"speaker":"Alex Baker","startTime":1516.077,"endTime":1519.551,"body":"With the Gen AI, Gen AI summarization."},{"speaker":"Alex Baker","startTime":1520.011,"endTime":1521.241,"body":"This, I can see also."},{"speaker":"Alex Baker","startTime":1521.671,"endTime":1522.881,"body":"Helping with that, right?"},{"speaker":"Alex Baker","startTime":1523.281,"endTime":1527.351,"body":"So you have a fairly defined process"},{"speaker":"Alex Baker","startTime":1523.281,"endTime":1527.351,"body":"for a customer providing certain"},{"speaker":"Alex Baker","startTime":1527.431,"endTime":1532.111,"body":"information or having to take certain"},{"speaker":"Alex Baker","startTime":1527.431,"endTime":1532.111,"body":"steps, being able to automate that"},{"speaker":"Alex Baker","startTime":1532.221,"endTime":1536.471,"body":"in this way definitely sounds like it"},{"speaker":"Alex Baker","startTime":1532.221,"endTime":1536.471,"body":"could be, it could be quite a time saver"},{"speaker":"Alex Baker","startTime":1536.471,"endTime":1538.191,"body":"and, and make things more consistent."},{"speaker":"Tom Morgan","startTime":1538.391,"endTime":1538.831,"body":"Yeah, definitely."},{"speaker":"Tom Morgan","startTime":1538.841,"endTime":1543.211,"body":"I think this will go down really well"},{"speaker":"Tom Morgan","startTime":1538.841,"endTime":1543.211,"body":"with organizations actually as a."},{"speaker":"Tom Morgan","startTime":1543.461,"endTime":1549.591,"body":"middle ground between full automation,"},{"speaker":"Tom Morgan","startTime":1543.461,"endTime":1549.591,"body":"where like, we haven't seen comfort."},{"speaker":"Tom Morgan","startTime":1549.591,"endTime":1553.801,"body":"Like we've seen some companies resistant"},{"speaker":"Tom Morgan","startTime":1549.591,"endTime":1553.801,"body":"to fully automating and chat botting"},{"speaker":"Tom Morgan","startTime":1553.871,"endTime":1558.491,"body":"the whole experience because the risk of"},{"speaker":"Tom Morgan","startTime":1553.871,"endTime":1558.491,"body":"like the customer sat going down because"},{"speaker":"Tom Morgan","startTime":1558.511,"endTime":1561.701,"body":"the bot isn't smart enough to figure"},{"speaker":"Tom Morgan","startTime":1558.511,"endTime":1561.701,"body":"out what's going on and people getting"},{"speaker":"Tom Morgan","startTime":1561.701,"endTime":1563.391,"body":"stuck in loops and not understanding."},{"speaker":"Tom Morgan","startTime":1564.261,"endTime":1568.311,"body":"This is a nice halfway house of like"},{"speaker":"Tom Morgan","startTime":1564.261,"endTime":1568.311,"body":"it's semi automated, but there's still an"},{"speaker":"Tom Morgan","startTime":1568.311,"endTime":1571.101,"body":"agent watching over it that can jump in."},{"speaker":"Tom Morgan","startTime":1571.111,"endTime":1574.801,"body":"Like, you know, it's, it's automating"},{"speaker":"Tom Morgan","startTime":1571.111,"endTime":1574.801,"body":"a bit of it, but with guardrails."},{"speaker":"Tom Morgan","startTime":1575.061,"endTime":1577.651,"body":"So I think, I think this will go, I"},{"speaker":"Tom Morgan","startTime":1575.061,"endTime":1577.651,"body":"think this will be really popular."},{"speaker":"Alex Baker","startTime":1578.261,"endTime":1578.641,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1578.641,"endTime":1579.051,"body":"Agreed."},{"speaker":"Alex Baker","startTime":1579.121,"endTime":1579.411,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1579.641,"endTime":1585.051,"body":"And another one that I'm interested to"},{"speaker":"Alex Baker","startTime":1579.641,"endTime":1585.051,"body":"get hands on with and and put some real"},{"speaker":"Alex Baker","startTime":1585.061,"endTime":1587.171,"body":"customer use cases get them involved."},{"speaker":"Alex Baker","startTime":1587.921,"endTime":1591.731,"body":"We should probably move on"},{"speaker":"Alex Baker","startTime":1587.921,"endTime":1591.731,"body":"to what I think is the final."},{"speaker":"Alex Baker","startTime":1592.006,"endTime":1597.816,"body":"Announcements that we need to discuss"},{"speaker":"Alex Baker","startTime":1592.006,"endTime":1597.816,"body":"and that is around the, it's sort"},{"speaker":"Alex Baker","startTime":1597.816,"endTime":1603.166,"body":"of fully automating the, the fill"},{"speaker":"Alex Baker","startTime":1597.816,"endTime":1603.166,"body":"and submission of agent evaluations."},{"speaker":"Alex Baker","startTime":1603.796,"endTime":1606.796,"body":"So we've seen and this is around the."},{"speaker":"Alex Baker","startTime":1607.121,"endTime":1612.551,"body":"The sort of QA or QM type functionality"},{"speaker":"Alex Baker","startTime":1607.121,"endTime":1612.551,"body":"that you get from the Amazon"},{"speaker":"Alex Baker","startTime":1612.551,"endTime":1614.861,"body":"connect contact evaluation forms."},{"speaker":"Alex Baker","startTime":1615.271,"endTime":1620.661,"body":"The idea being that you can listen"},{"speaker":"Alex Baker","startTime":1615.271,"endTime":1620.661,"body":"to, or view the details of a contact."},{"speaker":"Alex Baker","startTime":1621.161,"endTime":1624.681,"body":"And whilst you're doing"},{"speaker":"Alex Baker","startTime":1621.161,"endTime":1624.681,"body":"that, you've got a native."},{"speaker":"Alex Baker","startTime":1624.896,"endTime":1628.246,"body":"Form where you can go through"},{"speaker":"Alex Baker","startTime":1624.896,"endTime":1628.246,"body":"and you can score the agent"},{"speaker":"Alex Baker","startTime":1628.726,"endTime":1630.476,"body":"on whatever criteria you set."},{"speaker":"Alex Baker","startTime":1630.476,"endTime":1634.476,"body":"So, did they say a certain"},{"speaker":"Alex Baker","startTime":1630.476,"endTime":1634.476,"body":"compliance phrase that they must say?"},{"speaker":"Alex Baker","startTime":1634.826,"endTime":1640.436,"body":"Or you know, did they greet the"},{"speaker":"Alex Baker","startTime":1634.826,"endTime":1640.436,"body":"customer or end the call with the"},{"speaker":"Alex Baker","startTime":1640.436,"endTime":1642.731,"body":"company approved way of doing that?"},{"speaker":"Alex Baker","startTime":1643.321,"endTime":1648.491,"body":"We've seen a bit of automation creep"},{"speaker":"Alex Baker","startTime":1643.321,"endTime":1648.491,"body":"into that so you could, if we take the"},{"speaker":"Alex Baker","startTime":1648.501,"endTime":1655.341,"body":"compliance phrase example, you can set up"},{"speaker":"Alex Baker","startTime":1648.501,"endTime":1655.341,"body":"rules in Connect to allow Contact Lens to"},{"speaker":"Alex Baker","startTime":1655.341,"endTime":1659.901,"body":"determine whether the, the agent has, has"},{"speaker":"Alex Baker","startTime":1655.341,"endTime":1659.901,"body":"said that particular compliance phrase,"},{"speaker":"Alex Baker","startTime":1660.401,"endTime":1667.061,"body":"and then in turn in the evaluation form,"},{"speaker":"Alex Baker","startTime":1660.401,"endTime":1667.061,"body":"you can say, Did contact lens detect"},{"speaker":"Alex Baker","startTime":1667.111,"endTime":1669.341,"body":"that that compliance phrase was said?"},{"speaker":"Alex Baker","startTime":1669.981,"endTime":1673.021,"body":"If so, great, we passed"},{"speaker":"Alex Baker","startTime":1669.981,"endTime":1673.021,"body":"that part of the form."},{"speaker":"Alex Baker","startTime":1673.121,"endTime":1675.081,"body":"If not, that's an automatic fail."},{"speaker":"Alex Baker","startTime":1675.091,"endTime":1680.001,"body":"So you're, you're, you're immediately"},{"speaker":"Alex Baker","startTime":1675.091,"endTime":1680.001,"body":"taking away the time for probably the"},{"speaker":"Alex Baker","startTime":1680.351,"endTime":1682.321,"body":"quality analyst or the supervisor."},{"speaker":"Alex Baker","startTime":1682.701,"endTime":1685.351,"body":"And starting to automate"},{"speaker":"Alex Baker","startTime":1682.701,"endTime":1685.351,"body":"that, that form filling."},{"speaker":"Alex Baker","startTime":1685.951,"endTime":1691.571,"body":"Now this latest one is, is around"},{"speaker":"Alex Baker","startTime":1685.951,"endTime":1691.571,"body":"that sort of fully automated fill and"},{"speaker":"Alex Baker","startTime":1691.571,"endTime":1694.071,"body":"submission of the whole evaluation form."},{"speaker":"Alex Baker","startTime":1694.071,"endTime":1697.691,"body":"So whereas before it was, you, you"},{"speaker":"Alex Baker","startTime":1694.071,"endTime":1697.691,"body":"could get certain sections automated."},{"speaker":"Alex Baker","startTime":1698.071,"endTime":1699.211,"body":"It sounds like this is."},{"speaker":"Alex Baker","startTime":1699.861,"endTime":1703.911,"body":"Taking it that next step further and"},{"speaker":"Alex Baker","startTime":1699.861,"endTime":1703.911,"body":"it will do the whole thing based on"},{"speaker":"Alex Baker","startTime":1703.911,"endTime":1708.381,"body":"all your your criteria and sections"},{"speaker":"Alex Baker","startTime":1703.911,"endTime":1708.381,"body":"that you define in the form And also it"},{"speaker":"Alex Baker","startTime":1708.381,"endTime":1710.721,"body":"will submit the the evaluation for you."},{"speaker":"Alex Baker","startTime":1710.721,"endTime":1712.941,"body":"So that's that sounds"},{"speaker":"Alex Baker","startTime":1710.721,"endTime":1712.941,"body":"pretty interesting 100"},{"speaker":"Tom Morgan","startTime":1713.581,"endTime":1714.871,"body":"evaluation is huge."},{"speaker":"Tom Morgan","startTime":1715.311,"endTime":1719.341,"body":"Like if it's yeah, that can be fully"},{"speaker":"Tom Morgan","startTime":1715.311,"endTime":1719.341,"body":"automated so that every interaction"},{"speaker":"Tom Morgan","startTime":1719.451,"endTime":1722.371,"body":"across every agent is evaluated."},{"speaker":"Tom Morgan","startTime":1722.441,"endTime":1724.641,"body":"I think that's a that's"},{"speaker":"Tom Morgan","startTime":1722.441,"endTime":1724.641,"body":"going to be really big."},{"speaker":"Alex Baker","startTime":1725.141,"endTime":1728.736,"body":"Yeah for sure and we've"},{"speaker":"Alex Baker","startTime":1725.141,"endTime":1728.736,"body":"You We've got some customers at the"},{"speaker":"Alex Baker","startTime":1728.736,"endTime":1734.706,"body":"moment where I think the, the QM"},{"speaker":"Alex Baker","startTime":1728.736,"endTime":1734.706,"body":"process is, it's a bit of a pain point"},{"speaker":"Alex Baker","startTime":1734.716,"endTime":1739.416,"body":"for them and it's very manual and they"},{"speaker":"Alex Baker","startTime":1734.716,"endTime":1739.416,"body":"have a lot of people who are purely"},{"speaker":"Alex Baker","startTime":1739.416,"endTime":1742.996,"body":"dedicated to even the very basics of it."},{"speaker":"Alex Baker","startTime":1743.046,"endTime":1743.346,"body":"Right?"},{"speaker":"Alex Baker","startTime":1743.346,"endTime":1745.756,"body":"So going through and finding the calls."},{"speaker":"Alex Baker","startTime":1746.141,"endTime":1749.851,"body":"That they want to evaluate even"},{"speaker":"Alex Baker","startTime":1746.141,"endTime":1749.851,"body":"that's quite a manual process, so"},{"speaker":"Alex Baker","startTime":1749.851,"endTime":1754.271,"body":"they might pick certain calls that it"},{"speaker":"Alex Baker","startTime":1749.851,"endTime":1754.271,"body":"appears the call duration is between,"},{"speaker":"Alex Baker","startTime":1754.321,"endTime":1756.671,"body":"say, two minutes and 10 minutes."},{"speaker":"Alex Baker","startTime":1757.141,"endTime":1759.731,"body":"They might, they might pick a"},{"speaker":"Alex Baker","startTime":1757.141,"endTime":1759.731,"body":"bunch of calls for a particular"},{"speaker":"Alex Baker","startTime":1759.731,"endTime":1764.161,"body":"agent and they might find out that"},{"speaker":"Alex Baker","startTime":1759.731,"endTime":1764.161,"body":"actually, if that three minute call."},{"speaker":"Alex Baker","startTime":1764.616,"endTime":1767.696,"body":"The customer was on hold for two"},{"speaker":"Alex Baker","startTime":1764.616,"endTime":1767.696,"body":"minutes, so it's not really a"},{"speaker":"Alex Baker","startTime":1767.696,"endTime":1769.296,"body":"good candidate for evaluation."},{"speaker":"Alex Baker","startTime":1769.896,"endTime":1776.376,"body":"So it's being able to firstly cut out"},{"speaker":"Alex Baker","startTime":1769.896,"endTime":1776.376,"body":"that manual work of having to target the"},{"speaker":"Alex Baker","startTime":1776.626,"endTime":1778.626,"body":"contacts to evaluate in the first place."},{"speaker":"Alex Baker","startTime":1779.006,"endTime":1783.076,"body":"Get rid of that, but yeah, this"},{"speaker":"Alex Baker","startTime":1779.006,"endTime":1783.076,"body":"takes it that next mile, doesn't it?"},{"speaker":"Alex Baker","startTime":1783.106,"endTime":1784.576,"body":"It's kind of doing the whole thing."},{"speaker":"Tom Morgan","startTime":1785.811,"endTime":1789.301,"body":"And it gets you the"},{"speaker":"Tom Morgan","startTime":1785.811,"endTime":1789.301,"body":"consistency as well that you need to"},{"speaker":"Tom Morgan","startTime":1789.301,"endTime":1792.841,"body":"look at it over the long term, you"},{"speaker":"Tom Morgan","startTime":1789.301,"endTime":1792.841,"body":"know, as well, like collecting the"},{"speaker":"Tom Morgan","startTime":1792.841,"endTime":1797.251,"body":"same information and storing it in"},{"speaker":"Tom Morgan","startTime":1792.841,"endTime":1797.251,"body":"a very consistent way means that in,"},{"speaker":"Tom Morgan","startTime":1797.561,"endTime":1799.691,"body":"you know, a year's time, you can do."},{"speaker":"Tom Morgan","startTime":1800.126,"endTime":1804.456,"body":"Agent performance reviews across a year's"},{"speaker":"Tom Morgan","startTime":1800.126,"endTime":1804.456,"body":"worth of calls in a consistent way."},{"speaker":"Alex Baker","startTime":1804.706,"endTime":1805.496,"body":"That's really great."},{"speaker":"Alex Baker","startTime":1805.736,"endTime":1809.656,"body":"Yeah, I feel like, I feel like we've"},{"speaker":"Alex Baker","startTime":1805.736,"endTime":1809.656,"body":"mentioned consistency quite a bit."},{"speaker":"Alex Baker","startTime":1809.666,"endTime":1812.136,"body":"So it seems like some of"},{"speaker":"Alex Baker","startTime":1809.666,"endTime":1812.136,"body":"these announcements are really"},{"speaker":"Alex Baker","startTime":1812.196,"endTime":1813.986,"body":"really helping that  out."},{"speaker":"Alex Baker","startTime":1814.276,"endTime":1814.486,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1814.486,"endTime":1818.576,"body":"And the other thing that's worth"},{"speaker":"Alex Baker","startTime":1814.486,"endTime":1818.576,"body":"mentioning again, is that this,"},{"speaker":"Alex Baker","startTime":1818.826,"endTime":1824.246,"body":"because we're capturing all of the"},{"speaker":"Alex Baker","startTime":1818.826,"endTime":1824.246,"body":"data natively about the contact"},{"speaker":"Alex Baker","startTime":1824.246,"endTime":1828.906,"body":"evaluations, we have that raw data"},{"speaker":"Alex Baker","startTime":1824.246,"endTime":1828.906,"body":"behind the scenes, which we can."},{"speaker":"Alex Baker","startTime":1829.286,"endTime":1834.036,"body":"Put into our data lake and we can start"},{"speaker":"Alex Baker","startTime":1829.286,"endTime":1834.036,"body":"to, to draw those insights from, we"},{"speaker":"Alex Baker","startTime":1834.036,"endTime":1839.096,"body":"can put together some, some dashboards"},{"speaker":"Alex Baker","startTime":1834.036,"endTime":1839.096,"body":"around, you know, agent performance"},{"speaker":"Alex Baker","startTime":1839.146,"endTime":1841.046,"body":"compliance, that kind of thing."},{"speaker":"Tom Morgan","startTime":1841.706,"endTime":1842.366,"body":"Yeah, definitely."},{"speaker":"Tom Morgan","startTime":1842.386,"endTime":1847.006,"body":"And I like just looking across these"},{"speaker":"Tom Morgan","startTime":1842.386,"endTime":1847.006,"body":"announcements, it feels, and I don't, we"},{"speaker":"Tom Morgan","startTime":1847.006,"endTime":1852.866,"body":"don't know, it does feel a little bit like"},{"speaker":"Tom Morgan","startTime":1847.006,"endTime":1852.866,"body":"these are coming directly from asks from."},{"speaker":"Tom Morgan","startTime":1853.221,"endTime":1856.891,"body":"Customers and big customers probably"},{"speaker":"Tom Morgan","startTime":1853.221,"endTime":1856.891,"body":"and they're sort of you know, Amazon"},{"speaker":"Tom Morgan","startTime":1856.891,"endTime":1862.011,"body":"connect are responding to those like"},{"speaker":"Tom Morgan","startTime":1856.891,"endTime":1862.011,"body":"requests for just looking down the list"},{"speaker":"Tom Morgan","startTime":1862.011,"endTime":1865.711,"body":"of things like the consistency thing"},{"speaker":"Tom Morgan","startTime":1862.011,"endTime":1865.711,"body":"is, is, is, you know, key at scale."},{"speaker":"Tom Morgan","startTime":1865.711,"endTime":1865.961,"body":"Right?"},{"speaker":"Tom Morgan","startTime":1865.981,"endTime":1868.971,"body":"So some of these things,"},{"speaker":"Tom Morgan","startTime":1865.981,"endTime":1868.971,"body":"yeah, they feel like asks."},{"speaker":"Tom Morgan","startTime":1869.311,"endTime":1870.611,"body":"From, from the enterprise."},{"speaker":"Alex Baker","startTime":1870.851,"endTime":1871.321,"body":"Definitely."},{"speaker":"Alex Baker","startTime":1871.651,"endTime":1877.151,"body":"I know I'm sure Amazon always say they're"},{"speaker":"Alex Baker","startTime":1871.651,"endTime":1877.151,"body":"the most customers, customer focused,"},{"speaker":"Alex Baker","startTime":1877.161,"endTime":1879.411,"body":"customer centric company in the world."},{"speaker":"Alex Baker","startTime":1879.781,"endTime":1883.491,"body":"And I think also excited to say that"},{"speaker":"Alex Baker","startTime":1879.781,"endTime":1883.491,"body":"we've got some some guests coming"},{"speaker":"Alex Baker","startTime":1883.491,"endTime":1886.671,"body":"up fairly soon who might be able"},{"speaker":"Alex Baker","startTime":1883.491,"endTime":1886.671,"body":"to elaborate on this, but yeah,"},{"speaker":"Alex Baker","startTime":1886.671,"endTime":1887.981,"body":"I'm pretty confident you're right."},{"speaker":"Alex Baker","startTime":1888.031,"endTime":1890.401,"body":"And yeah, I'm sure you're right."},{"speaker":"Alex Baker","startTime":1890.411,"endTime":1893.741,"body":"A lot of this has come from"},{"speaker":"Alex Baker","startTime":1890.411,"endTime":1893.741,"body":"genuine customer demand."},{"speaker":"Alex Baker","startTime":1893.801,"endTime":1895.681,"body":"We mentioned that a couple"},{"speaker":"Alex Baker","startTime":1893.801,"endTime":1895.681,"body":"of the services had."},{"speaker":"Alex Baker","startTime":1896.181,"endTime":1901.021,"body":"Had been in preview and I'm sure that"},{"speaker":"Alex Baker","startTime":1896.181,"endTime":1901.021,"body":"during those previews, they will have"},{"speaker":"Alex Baker","startTime":1901.051,"endTime":1905.931,"body":"taken customer, real customer feedback,"},{"speaker":"Alex Baker","startTime":1901.051,"endTime":1905.931,"body":"having used it in production probably."},{"speaker":"Alex Baker","startTime":1906.181,"endTime":1910.751,"body":"And they will have made the changes and"},{"speaker":"Alex Baker","startTime":1906.181,"endTime":1910.751,"body":"the, the GA version of it that we're"},{"speaker":"Alex Baker","startTime":1910.751,"endTime":1912.661,"body":"seeing now is based off that feedback."},{"speaker":"Tom Morgan","startTime":1913.581,"endTime":1914.881,"body":"Yeah, no, absolutely."},{"speaker":"Tom Morgan","startTime":1915.461,"endTime":1916.081,"body":"Okay."},{"speaker":"Tom Morgan","startTime":1916.231,"endTime":1920.481,"body":"I think that's all the, the big"},{"speaker":"Tom Morgan","startTime":1916.231,"endTime":1920.481,"body":"announcements we know about to date."},{"speaker":"Tom Morgan","startTime":1920.671,"endTime":1923.991,"body":"If I'm not entirely mistaken"},{"speaker":"Tom Morgan","startTime":1920.671,"endTime":1923.991,"body":"I'm sure there will be."},{"speaker":"Tom Morgan","startTime":1924.241,"endTime":1927.421,"body":"Other things that come out across, you"},{"speaker":"Tom Morgan","startTime":1924.241,"endTime":1927.421,"body":"know, the rest of Enterprise Connect,"},{"speaker":"Tom Morgan","startTime":1927.421,"endTime":1930.631,"body":"but those are the kind of the big"},{"speaker":"Tom Morgan","startTime":1927.421,"endTime":1930.631,"body":"headlines I think from, from certainly"},{"speaker":"Tom Morgan","startTime":1930.631,"endTime":1932.691,"body":"day one and the start of the conference."},{"speaker":"Tom Morgan","startTime":1932.841,"endTime":1935.741,"body":"So if there is other stuff we"},{"speaker":"Tom Morgan","startTime":1932.841,"endTime":1935.741,"body":"will follow up in sort of future"},{"speaker":"Tom Morgan","startTime":1935.741,"endTime":1938.251,"body":"episodes, we'll do that kind of"},{"speaker":"Tom Morgan","startTime":1935.741,"endTime":1938.251,"body":"news thing, but really interested"},{"speaker":"Tom Morgan","startTime":1938.571,"endTime":1939.921,"body":"to know what you will think as well."},{"speaker":"Tom Morgan","startTime":1939.931,"endTime":1939.991,"body":"Thank you."},{"speaker":"Tom Morgan","startTime":1940.216,"endTime":1943.696,"body":"About these announcements about, you know,"},{"speaker":"Tom Morgan","startTime":1940.216,"endTime":1943.696,"body":"were they, what you were looking for?"},{"speaker":"Tom Morgan","startTime":1943.866,"endTime":1946.066,"body":"Was there anything, you know,"},{"speaker":"Tom Morgan","startTime":1943.866,"endTime":1946.066,"body":"you thought they should have"},{"speaker":"Tom Morgan","startTime":1946.066,"endTime":1947.006,"body":"announced that they didn't."},{"speaker":"Tom Morgan","startTime":1947.416,"endTime":1949.796,"body":"Do you vehemently disagree with"},{"speaker":"Tom Morgan","startTime":1947.416,"endTime":1949.796,"body":"any of these things or how do"},{"speaker":"Tom Morgan","startTime":1949.796,"endTime":1950.546,"body":"you think they're going to help?"},{"speaker":"Tom Morgan","startTime":1950.716,"endTime":1953.986,"body":"We'd love to hear from you either"},{"speaker":"Tom Morgan","startTime":1950.716,"endTime":1953.986,"body":"on LinkedIn, or you can always email"},{"speaker":"Tom Morgan","startTime":1954.046,"endTime":1956.186,"body":"us at podcast at cloud interact."},{"speaker":"Tom Morgan","startTime":1956.346,"endTime":1957.156,"body":"io."},{"speaker":"Tom Morgan","startTime":1957.581,"endTime":1960.991,"body":"This has been a special"},{"speaker":"Tom Morgan","startTime":1957.581,"endTime":1960.991,"body":"episode for Enterprise Connect."},{"speaker":"Tom Morgan","startTime":1961.331,"endTime":1965.601,"body":"Thank you very much, Alex, for making the"},{"speaker":"Tom Morgan","startTime":1961.331,"endTime":1965.601,"body":"time in what I know is a busy schedule and"},{"speaker":"Tom Morgan","startTime":1965.671,"endTime":1968.431,"body":"also you having holiday starting tomorrow."},{"speaker":"Tom Morgan","startTime":1968.481,"endTime":1971.901,"body":"So we kind of cram this one in and you've"},{"speaker":"Tom Morgan","startTime":1968.481,"endTime":1971.901,"body":"got a million and one things to do."},{"speaker":"Tom Morgan","startTime":1972.156,"endTime":1972.916,"body":"But thanks very much."},{"speaker":"Tom Morgan","startTime":1972.916,"endTime":1974.226,"body":"I think it was, it was worthwhile."},{"speaker":"Tom Morgan","startTime":1974.476,"endTime":1978.146,"body":"Next time on ACP, I promise we are"},{"speaker":"Tom Morgan","startTime":1974.476,"endTime":1978.146,"body":"going to get to talk to the CEO of"},{"speaker":"Tom Morgan","startTime":1978.166,"endTime":1981.776,"body":"Sequence Shift, Dimitri Muntin about"},{"speaker":"Tom Morgan","startTime":1978.166,"endTime":1981.776,"body":"PCI compliance with Amazon Connect."},{"speaker":"Tom Morgan","startTime":1982.166,"endTime":1984.636,"body":"So be sure to subscribe in"},{"speaker":"Tom Morgan","startTime":1982.166,"endTime":1984.636,"body":"your favorite podcast player."},{"speaker":"Tom Morgan","startTime":1984.646,"endTime":1986.056,"body":"That way you won't miss it."},{"speaker":"Tom Morgan","startTime":1986.486,"endTime":1989.076,"body":"Whilst you're there, we'd love it"},{"speaker":"Tom Morgan","startTime":1986.486,"endTime":1989.076,"body":"if you would rate and review us."},{"speaker":"Tom Morgan","startTime":1989.196,"endTime":1992.466,"body":"And as a new podcast, if you have"},{"speaker":"Tom Morgan","startTime":1989.196,"endTime":1992.466,"body":"colleagues that you think would benefit"},{"speaker":"Tom Morgan","startTime":1992.466,"endTime":1994.136,"body":"from this content, please let them know."},{"speaker":"Tom Morgan","startTime":1994.946,"endTime":1998.206,"body":"To find out more about how Cloud"},{"speaker":"Tom Morgan","startTime":1994.946,"endTime":1998.206,"body":"Interact can help you on your contact"},{"speaker":"Tom Morgan","startTime":1998.206,"endTime":2000.276,"body":"center journey, visit cloudinteract."},{"speaker":"Tom Morgan","startTime":2000.396,"endTime":2000.536,"body":"io."},{"speaker":"Tom Morgan","startTime":2001.676,"endTime":2005.146,"body":"We're wrapping this call up now and"},{"speaker":"Tom Morgan","startTime":2001.676,"endTime":2005.146,"body":"we'll connect with you next time."}]}