Traeger Grills breaks down information silos with Amazon Net Companies – Chain Retailer Age

An outside cooking tools model is streamlining its customer support brokers’ entry to related information with cloud-based Amazon Net Companies (AWS) expertise.
Traeger Grills, which operates its personal direct-to-consumer e-commerce channel in addition to sells merchandise through third-party retail partnerships, had been experiencing points with organizing info for customer support brokers in actual time. A rising buyer base and diversified product providing posed challenges to contact middle brokers making an attempt to rapidly reply to buyer inquiries.
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In response, the corporate has deployed the brand new Amazon Join Knowledge answer from Amazon’s AWS cloud computing platform. Beforehand, Traeger’s contact middle brokers had typically relied on sources of information that had been siloed throughout its information administration programs and never built-in with the purposes they use when interacting with prospects.
This required brokers to spend time manually looking out throughout information sources for info to unravel buyer points, impeding their capacity to assist prospects rapidly. Amazon Join Knowledge ingests and organizes content material that brokers want, similar to FAQs, assist articles, and repair briefs, with pre-built connectors to Salesforce and ServiceNow.
Moreover, Traeger customer support brokers can now use Amazon Join Knowledge to go looking throughout information repositories to seek out solutions and rapidly resolve buyer points throughout a dialog. Brokers can sort a query or phrase, and Amazon Join Knowledge is designed to return essentially the most related info and finest reply to deal with the shopper challenge.
For instance, an agent may sort “how do I alternate an merchandise?”, and Amazon Join Knowledge will search the linked information retailer and return a solution with hyperlinks to extra detailed info. Trager can be contemplating deploying the brand new AWS Amazon Join Voice ID answer, which gives real-time caller authentication utilizing machine learning-powered voice evaluation.
When a caller chooses to enroll, enroll, Amazon Join Voice ID makes use of machine studying to investigate the caller’s speech attributes (e.g. rhythm, pitch, and tone) through the first few seconds of a name after which creates a safe digital voiceprint for the caller. When the shopper calls once more, Amazon Join Voice ID compares the caller’s voiceprint to the claimed id and assigns a confidence rating, authenticating provided that the caller’s rating meets the arrogance rating threshold set by the group.
“Integrating Amazon Join Knowledge into our contact middle has enabled our brokers to give attention to delivering premiere buyer experiences as a substitute of spending time navigating advanced programs to establish buyer points,” mentioned Bryan Carey, head of operations and analytics, Traeger Grills. “Up to now, brokers utilizing AmazonConnect Knowledge have seen a rise in buyer satisfaction and first contact decision of roughly 15%. They’ve additionally decreased their name deal with occasions by roughly 15%.
Amazon Join Knowledge will likely be a cornerstone of our efforts to proceed optimizing our customer support by equipping our brokers with the knowledge they should resolve buyer points as rapidly as attainable,” added Carey. “We’re additionally excited concerning the capabilities inside Amazon Join Voice ID, including it to our interactive voice response will defend towards fraud whereas making it simpler for our prospects to rapidly and securely authenticate themselves with their very own voice on self-serve channels.”