Most contact centers in Hong Kong are facing the same challenges: rising customer expectations, agent turnover, fragmented systems, and mounting pressure to do more with less. Generative AI is changing what's possible — but knowing where to start is the hard part.
This workshop gives you a practical, hands-on path forward.
Date: 20 March 2026
Time: 9:30am – 12:30pm (Registration at 9:00am)
Location: AWS Training Room, 20/F, Tower 535, 535 Jaffe Road, Causeway Bay, Hong Kong
Language: English
Note: Please bring your laptop with charging cable to join the hands-on session.
"Our IVR frustrates customers and can't handle complex requests."
→ Amazon Connect AI Agents handle natural conversations end-to-end — resolving issues like returns, account changes, and bookings without human handoff.
"Agents spend too much time on after-call work and searching for answers."
→ Post-contact summarization generates call summaries automatically. Intelligent Agent Assist surfaces the right knowledge in real time — no more tab-switching.
"We have no visibility into what's actually happening on calls."
→ Contact Lens conversational analytics tracks sentiment, compliance, and trends across every interaction — voice and chat.
"We're locked into a legacy platform and migration feels too risky."
→ Amazon Connect deploys same-day, runs on a consumption-based model (pay only for what you use), and supports omnichannel including WhatsApp Business — the dominant messaging platform in Hong Kong.
This is not a product demo. You'll get hands-on lab time with real Amazon Connect environments, guided by AWS specialists.
Speakers:
Workshop Support:
Already Using Amazon Connect
You're already on Connect — now it's time to activate GenAI. Enable AI Agents, Contact Lens, and post-contact summarization on your existing instance with minimal effort and no migration required.
Organizations on Legacy Contact Center Platforms
If you're evaluating modernization, this workshop shows you exactly what cloud-native, AI-first contact center operations look like in practice — and how fast you can get there.