Tom Morgan: 0:34

It's time for another ACP and I'm joined as ever by Alex. How are you doing Alex?

Alex Baker: 0:40

Hi, Tom. Yeah. Good. Thank you. How are you?

Tom Morgan: 0:42

Good. Yeah, very well. Thank you. And this time round, we're going to be talking all about automation in the contact center, which is kind of a very topical subject. I think to be talking about at the moment, everybody seems to be talking about automation and kind of in the context of AI, but actually as we're going to talk through, I think there's lots of things. It's kind of with, with AI, but also outside the AI bubble as well. I think you can, make use of, and especially was it comes to sort of the contact center and Amazon connect specifically, so let's dig in then. So Alex, when we talk about automation, what do we mean in this, in this kind of context?

Alex Baker: 1:20

Yeah, good question. And I kind of, when I was pulling together some show notes for this, realized that I was even in the notes using automation in many different contexts, I think. So probably good that we dig in on exactly what we mean, but I kind of noted down. Generally, we're talking about the use of technology. To streamline tasks that might have traditionally be being performed solely by human staff. So adding that layer of technology to improve your processes, improve efficiency, hopefully provide a better customer experience probably some element of cost reduction as well.

Tom Morgan: 1:58

Yeah, definitely. I think, yeah, I think the, the only thing I'd add onto that is possibly the addition of things that you wouldn't even have tried to do before. Like, you know, the addition of additional capabilities or additional services, which I think is kind of. It's important at the moment as well, because customer services is so important. Differentiated customer service is so important at the moment. If one's trying to go the extra mile and do a little bit more and everything like that. So I think automation, as well as yeah, streamlining things that traditionally humans can do, I think can also unlock sort of things that you wouldn't necessarily have been able to do otherwise.

Alex Baker: 2:34

Yeah, great point. Actually. And I guess we know, cause we've been doing some, projects with customers around that kind of thing, which is some really interesting stuff to be involved with.

Tom Morgan: 2:45

yeah, definitely. So we're talking about automation and the reason we wanted to talk about automation and do this now, it seemed like the right time to talk about it. You know, lots of people are talking about kind of productivity and, and that is often used as the key driver for doing automation, but it's not always just about, you know, doing more with less is it, or, you know, anything like that. It's, there are other reasons I think for automation just above and beyond straight productivity, right?

Alex Baker: 3:11

Yeah, yeah, definitely. Yeah. Oh, lots of, lots of potential use cases for it. I mean, I mentioned the, the better customer experience thing, which. In some way, you would hope it boils down to that a bit. We don't want to just be undertaking total cost cutting exercises. I think we want to be able to provide a better customer experience as well. And if, if a side effect of that is perhaps we can reduce some costs or we can make some efficiencies and. Allow our staff to focus on other more interesting things, then, then that should be a win across the board.

Tom Morgan: 3:48

Yeah, definitely. And that touches on, I think, another area for doing this as well. Another reason I think is if you think about agent productivity and agent happiness, not just customer happiness, but agent happiness as well. I think there's an opportunity to remove some of the drudgery from, some agents, workloads and get rid of some of that. Sort of really repeatable, tedious stuff, and it really sort of empower agents as well to be able to do a better job, whether that's through, removing the repetitive stuff, or just using automation to give them more of the information they need quicker so they can do a better job of providing that good customer service. I think all of that results in happier agents and hopefully can then reduce that kind of agent churn statistic which I know a lot of companies care about as well.

Alex Baker: 4:35

Yeah, agreed. Yeah. I guess when, when I was sort of thinking of some examples of, of automation in the contact center, going way back, probably one of the first examples was just bringing IVR system. So I guess at some point, probably before I was working in contact centers, but you might've Had all your calls handled through a switchboard or something. So no IVR means the calls have got to be directed somehow, probably quite a tedious job for somebody to do, to be directing all of the calls sort of manually for a, for a contact center. So it's a good thing that we at some point in the past got over that and brought IVR in.

Tom Morgan: 5:12

Yeah, definitely, and I think this is the right time as well, I think to be talking about automation and, its value and what you have today, and it might be, like you say, something that has been automation, but isn't necessarily new. So, like your IVR example, it might be some of the newer stuff in connect, which we're going to go through in a minute. But I think at the moment, like, if you look at what's happening in the AI landscape. Which obviously you and I are both kind of close to in that sort of day to day. I think we're, we're entering a period of increased automation with AI and agentic behavior. So actually for organizations having a groundwork of automation to lean on. And I think it really helped businesses be very well equipped to enter that arena. So that when, you come to look at AI and agentic behavior and understand where is this useful? I think being able to go through the list of things that you're currently automating and understand how can this tie into our agents, how can we have agents take some of these or kick off some of these processes or assist with some of these processes? I think that would be really helpful.

Alex Baker: 6:17

Yeah, definitely. Hopefully some of the. The topics we've noted down for discussion might help with that. Maybe we won't cover everything, but certainly some examples of different areas where you might look to introduce or increase your, your levels of automation.

Tom Morgan: 6:31

Yeah. Let's get into the list then, because I was very surprised. I mean, you, you've done all the homework here, so thank you. I was kind of surprised how many different places automation appears in, Amazon Connect. And it's more, it's kind of more than I thought. I mean, you started off with IVRs. Yeah, that's a great one. And yes that completely makes sense. But, then after you've got those IVRs in process and in play, You, you're not done, right? You can extend on that. You can build on that because things like chatbots, I suppose walk through people through that same sort of process, but then you're building on it, right? Because then they're getting smarter. Then this comes down to some of the automation, being able to do things you wouldn't be able to do before you're moving on then from just the kind of press one for sales, two for something you're moving into a bot. That says, well, what do you want to do? I know that you don't necessarily know the names of all our departments, but just tell us what you're trying to do. And we will map that to one of our departments. So it's still an IVR, but it's a, it's a more intelligent system.

Alex Baker: 7:28

Yeah and I suppose it's, that's still at the most, the most basic level. And we'll move on and talk about sort of full self service, but ultimately whether it's a DTMF IVR, press one for sales, two for service, or using something like Lex to ask that the. Customer who they want to talk to, ultimately you want the, the technology to get the customer to the right team so that, you know, it seems like it's fairly basic, fairly low level, but it is a type of automation and it's reducing that sort of manual intervention by someone, hopefully, you know, everyone's got their, their own feelings about badly designed IVRs and chatbots, but hopefully it should get you to the, most of the time to the. The right place that you want to be or right person you want to talk to

Tom Morgan: 8:12

Yep, absolutely. Okay, so that's kind of on automating the interactions, customer interactions. What else have we got?

Alex Baker: 8:20

moving on from that as we alluded to. I guess we're into self service as a general topic of automation. So maybe a bit more than getting Tom to the right place or right agent in the call center. But allowing him to actually reach his desired outcome without even having to talk to an agent. And again, that has been around for ages. Before chatbots were as widely used. Things like maybe getting the status of an order or requesting some details or a repeat prescription. Something some of our customers do via automation. As I mentioned, that could have been via DTMF originally, and may still be. That might still be a good way to do it. We were, we're having a bit of a discussion on Teams today about the best way of capturing certain information. So, for example, if it's just capturing a number, your phone keypad is really well equipped to do that. If it's things like email addresses, though, that you're trying to capture. Actually, you have to think a little bit more carefully about how you do it. Obviously, you can't do it with zero to nine. And maybe it's a little bit more difficult to make Lex understand an email address really reliably. and then. Also not just the voice channel, right? So we started talking about voice, but you could, you could have this via, via chat or WhatsApp. We mentioned probably one of the last podcast or the one before that that WhatsApp has been introduced recently as a, as a native channel.

Tom Morgan: 9:51

Yep. Yeah. And I think this self service stuff is where companies really start to see some of the benefits of that, you know the productivity benefits in terms of being able to take a proportion of their calls and not need to route and through to an agent. And so some of this comes down to understanding your contact center and understanding what types of calls you get. And so everyone, everyone's contact center is going to be different. But if yours is one where you have a number of, of calls that you think could be dealt with in this way, it's absolutely worth looking into, I think because it, yeah, it makes a big difference. And like I say, you don't want your agents to just be. Conduits like reading devices between systems that that feels wasteful, right? Agents can do so much more than that and should be doing so much more than that. So I think that's maybe another way of looking at it. You know, if all your agent is doing is serving as a reading device between two systems or between the customer and one of your systems that then maybe that is something that, you know, you could look at doing self service.

Alex Baker: 10:53

Yeah it's probably worth touching on. It's something that a lot of people mention around sort of AI in general, but making sure that the underlying data is actually good to support if you're, you're further automating self service. So things like knowledge bases, if you're trying to make it so that a customer can find out answers to FAQs, for example. Are you happy that the information in that FAQ repository, is it actually good? Is it up to date? Is it kept up to date? So that customers have access to the right information rather than 10 year old information.

Tom Morgan: 11:28

Yeah, definitely. And then this is where I can start to help because the answer is always, or the solution is always quite nuanced and the, because the problem is quite nuanced. It's like, you've got an FAQ bank, of questions and they're like your model questions, model answers. Is the question that the customer is asking a direct one of those questions? Because if it is, you ought to be able to self service the answer, but if it isn't, you kind of maybe don't want to give that answer because it might not be appropriate. That's where an agent can help because the agent will understand the difference between what the customer is asking and the model question. Understanding when to hand off to an agent and when to read the model answer is stuff that AI can help with today. But it needs a bit of finesse and it needs a bit of work and training and stuff like that. So yeah, we're at that place now, which I think is, is really good. The other thing as well, I guess is, is alongside that is reducing some of the training burden for agents. I'm thinking of. Some of the things like like the step, step by step guides and things like that, where, you know you might have a process that is fairly unfamiliar to an agent, but it's well documented enough so that they can step through the process and, and do the things that need to be done in the right order, the follow the correct process or whatever else it is

Alex Baker: 12:41

yeah, we've sort of, I guess, strayed unintentionally into the next sort of broad section for automation potential, which is agent assistance. And the step by step guides one is a really, a really good one perhaps warrants its own podcast episode at some point. I don't think we've, we've sort of fully talked through step by step guides, but being able to present the agent with that appropriate step by step guide based on what's happened in the call. So maybe you've done your automation in your, your self service IVR. So they've. They've made decisions in the IVR and, and pointed themselves down a certain route. Maybe they want to open a new savings account, for example, when they get through to the agent, you can present the agent with an appropriate step-by-step guide for that particular process so that they, they've got all the, the context appropriate information to guide the customer through the process. Really good sort of supplement to, to training, you know, being able to have. That step by step guide to, work through it with them.

Tom Morgan: 13:45

And there's definitely a case, I'm not sure if it's, I think we're just kind of on the edge of what's possible, but you can kind of totally see how those step by step guides can evolve to being something that an agent, like a, sorry, an AI agents, like a non human agent can take the customer through as well. So you're almost now, again, this is why I think it comes down to like, it doesn't. You don't have to have all the answers, but start somewhere like you don't have to have a fully AI solution. Just start somewhere. If that somewhere is firming up your process. So all your agents have step by step guides. That's a really good starting point because when the next. The next step on that is like to take those step by step guides and say, okay, do we need a human agent in the picture here for some of these processes could an AI agent look at that step by step guide and then take the customer through it, but you've done that sort of to your point of getting the data in the right place and getting it sort of nailed down.

Alex Baker: 14:38

And I think you alluded to the, kind of the understanding of your data and what's happening as well. So, and another thing we've been doing a bit of work on lately, but do you, do you actually know what's happening in your queues? Do you know what the, the different types of transactions are that are carried out? Do you know what the really repetitive ones are that. Maybe you could abstract to the IVR layer, is there something you can do to analyze all of the calls coming into a particular queue and to figure out which ones have the, the potential to to bring in automation

Tom Morgan: 15:13

Yes, yeah, we talked about that quite a lot in our last episode. So if you didn't get that, go, go check that 1 out as well. Because, yeah, we talked about that and some of the stuff we're doing in that area.

Alex Baker: 15:23

on on the agent assistant side as well? Of course, in connect, you can, if you've got contact lens analytics turned on in real time, you can use queue in Amazon connect to detect what's happening in real time in the conversation and to surface information from your knowledge base, your connected knowledge base to the agent. So not even sort of step by step where you're. Already defining which step by step guide based on the the inputs from the customer in the IVR. This is more real time, more dynamic, being able to figure out what's being asked for and then presenting the agent with the appropriate information to be able to help with that.

Tom Morgan: 16:04

And actually, I would say, if you're a bit on the fence, or even fully off the fence and thinking there's no way that I can answer any of the questions that come into our call center, or you're on the fence about, I just don't know whether that's true or not. I would say actually that feature of Amazon Connect is a really useful one for you to do some trialing with. So what I mean by that is go build up BFAQ that you think represents like the really common questions or, you know, as many questions as possible. And the model questions, model answers for your contact center and then put it into Amazon Q and give it to your agents and then just start sampling. By asking your agents, okay, you know, did it surface the right thing at the right time? And was the thing, you know, a, did it do it at all? Because if it didn't, then that, you know, you've got work to do. If it did, was it the right answer? And if you were to read that answer out, would that have answered the question's question and then try and transition from, okay, Read the answer out and then use your knowledge to score essentially. And then, because what you're doing basically is trying to match up, you know, is your FAQ good enough to kind of fly by itself essentially. And that, that middle ground of having the agent as the quality gate, I think is a really useful way of validating whether that's true or not.

Alex Baker: 17:19

Yeah, agreed. The next possible section for automation that I'd noted down to talk about is around workflow automation again, possibly sounds a little bit vague, but I think there's, there's loads of options here. Let's dig into a couple. You might want to add some automation to your post call follow up. For example disposition codes. I'm sure a lot of contact centers use them. Not necessarily natively accessible within the, Amazon Connect CCP. But you can set them up within agent workspace, which we have done for a few customers. But if, for example, an agent is selecting a particular disposition code at the end of a call, maybe you might want to have some sort of event driven architecture off the back of that to maybe automatically create a task for another team. So you could create a task type contact. Inject it into the queue for your, your, your after sales team, for example, to schedule them to carry out some sort of follow up event. Or maybe. Sending information via, via SMS. If a customer's navigated through the self-service IVR, perhaps they've got to some information in the FAQs. Like we, we touched upon, they've been given the information over the phone. Maybe follow it up with a text message, which just summarizes the, the information that that you've given them or gives them a link to the, the right place on the website, the FAQ section just so they can then come back to it.

Tom Morgan: 18:44

Yeah, I can't wait for that. You know, I can't wait for like, have a conversation with a, you know, a company with a contact center and then get an SMS afterwards, which is, you know, here's the three line summary of what we just spoke about. Here is what we're going to do. Here's what you're going to do. Here's any files we referenced. Here's a unique reference number. You can go to go and get the record. Like, if you ever need the recording or you want to talk about it or something, like, here's a number to quote. That would be amazing, like, you know be so empowering.

Alex Baker: 19:14

Yeah, definitely. I think, well, we've, we've certainly done the, you know, sending, sending links or sending URLs bit, but I love what you say there about, you know, maybe like the, almost the wrap up of the gen AI summary, like you get at the end of a connect call in contact search, have that for the customer, like you say, with the outcomes and actions and relevant, relevant

Tom Morgan: 19:35

it's totally possible. I just don't think we've had anyone ask for it yet, but I think, yeah, it's I would, as a customer, I think that would be really useful. I could see how that would be really useful. I mean, yes, SMS, like, but also if you've done all that work to put, to send the SMS, why not also just like somehow tag it into their like account profile. So when next, when I'm online, as well as like my orders and update my details, I can just see a list of tickets essentially, but like the phone calls and I can just see the summaries and it would make it so much better for coming back to stuff or those long running sagas that you have with, you know, your TV subscription provider or whatever it is where you didn't make him multiple. My wife at the moment is going through the process of car insurance, claiming stuff because somebody drove into her and it's just a million calls to a million different people who don't talk to each other. And it's, it's so frustrating. Cause it's like, I don't feel like I should be the person project managing this repair,

Alex Baker: 20:30

yeah, Tom and I have had this as a topic of conversation because we're also having the same thing and, but they, the insurance company don't seem to even be able to find our car. So I think you're at least one step forward in the process there. Luckily.

Tom Morgan: 20:44

So can you report it stolen? Does that help?

Alex Baker: 20:46

Yeah. Stolen by some guy with a recovery truck.

Tom Morgan: 20:50

Yeah. Oh dear. Oh

Alex Baker: 20:52

That was the last we saw of it.

Tom Morgan: 20:53

they definitely need Amazon connect. What else, what else we got? Cause I'm like, like I say, I'm, I'm surprised that there's still more automation to be had out of Amazon connect, but there is.

Alex Baker: 21:01

a couple more things. So one to touch on, and this one was recently revamped in connect and mentioned around reinvent, but it's the automated outbound campaigns, outbound dialer you might refer to it as so being able to. Automate your outreach across multiple channels, maybe on the channel of choice for a particular customer, you might want to send reminders or follow up. Emails or text messages or more traditional sort of outbound dialing capability. So the automation of setting up calls out to customers either in the traditional fashion, so sort of agent agent led agent involved, where you set up the call, you connect the. Outbound call to the customer with an available agent and kind of balance that blend it with with their, their inbound work as well. So you're sort of maximizing the the workload of the, the agent population, or you can also do it in an agent less fashion as well. So you, you might make the call and connect the, the customer with a elect bot and give them notifications or allow them to, to perform self service actions. So yeah, it's like I say, recently revamped. It looks to be, we, we did mention this when the announcement was made, but it looks like it's sort of more heavily driven using Amazon connect customer profiles. So you're, natively sort of leveraging that customer profiles information when you're setting up your your segments, your sort of target lists of customers. But yes, I think there's some, some nice potential there for really sort of making customized targeted campaigns to your, customers on their, their channel of choice.

Tom Morgan: 22:47

Yeah, I think this is one of those areas that it would have been quite hard to do this. In any scalable way without some of this technology but yeah, like this, this is kind of, I think, exciting if you do it right and spam me if you do it bad, but like, you can totally see customers that, you know, really well, and that you've, you've already had interactions with in the past. You know, you might do something like you see somebody browsing on your website, you know, they are, because they're all logged in, they put some stuff in their basket and then they don't complete it for a few days. Maybe that's an outbound call to say. Like, are there any good reasons? Would a 20 percent voucher help because you've been with this before? Like, there's so many things you can do. There's so much potential there. But I just don't think, yes, you could have got humans to do that before, but I just don't think anybody would because it doesn't scale and it isn't, isn't worth, you know, the ROI doesn't stack up, but it kind of does. If you can do it, you know, set it up once and just let it run.

Alex Baker: 23:41

Yeah, yeah. Agreed. Yeah. Lots of scope there. The next one. We seem to be having quite a few conversations about this recently. I also put together a short overview video about it just to to try and cover off a couple of things within connect in the console that you can set up for this, but it's around quality monitoring. So The performance evaluation forms in Amazon Connect. There are a few different things you can do to introduce automation here. So the first one is that you can use the built in Ask AI capability. If you have that turned on, it's where In your evaluation form, you get this little Ask AI button, which uses Gen AI to go and try and determine what the answer is to that particular question in your evaluation form. So it's arguably, it's not sort of fully automating the process, but it is speeding up, it's speeding up the process of completing the forms, and it's making it so that your, your quality team don't necessarily have to sort of Listen through the entire duration of the call recording to be able to answer certain questions.

Tom Morgan: 24:49

That's powerful. Yeah. Again, another, example of something that you just couldn't do at scale.

Alex Baker: 24:53

I think that's probably why we're having so many conversations about this. It's QM quality monitoring has quite often been something in the past where. Without these types of automation, it's sort of best endeavors. I guess we talk to customers that have really mature processes in place for it, but they're, they're still, they're targeting like evaluating two calls per agent per month, for example. And wouldn't it be great if you can move to something. Closer to 100%, at least if you're, you know, maybe not giving it that full sort of human eye on every single contact still, but knowing if you're hitting certain metrics around compliance, for example, hitting the really important KPIs, a couple of other ways to, to do that. So you can set up contact lens rules. In order to, to have your questions in the form automatically answered. So I mentioned that the compliance type thing, so a particular phrase that must be stated for compliance purposes. In that demo video, I just set up a phrase, we're authorized and regulated by the Financial Conduct Authority. And the contact lens rule determines just a yes or no, whether that phrase was stated during the course of the contact. If it wasn't, it can straight away mark it as. Non compliant and then the QM team can look into it in more detail.

Tom Morgan: 26:13

Got it, yeah, I love that, yeah, it's pretty cool. Where can folks find that video? Is that LinkedIn?

Alex Baker: 26:17

Yeah, so in LinkedIn, we can put a link to it in the chat as well. We've also got the Cloud Interact YouTube page as well, which we can also include a link for and it's on there.

Tom Morgan: 26:28

Perfect. Yep. That sounds good. So yeah, people can find it and watch that video because there's so much in quality monitoring that I think we've just scraped the surface just a little bit just now. But yeah, there's loads in that. So

Alex Baker: 26:39

Yeah, it's and yeah, it's a really exciting area. I think, like I say, probably just for the, the potential of going from that two agents per month being evaluated to, to really I improve on that. Another option that you can do. So there's a and this is sort of moving towards fully automating it but you can use Gen AI to answer up to 10 questions per contact in a form. So when you are setting up your form, you can include your evaluation criteria. In the notes section against a particular question and then Gen AI will give you an answer to the question based on your criteria. You can then go through and you can sort of manually approve or, or edit the, the answers, or you can moving on to the final point. If you have automation in place for all of your questions, whether it's via the gen AI method or via the, the rules, you can actually fully automate the completion and the submission of the whole form. If you want to,

Tom Morgan: 27:37

That's so cool. Yeah, yeah, that's really, that is really powerful and gives you a lot more insight into actually what's, what's happening in your contact center as well. And not so much the content, but like, you know, whether, you know, how well things are going and, and certainly those compliance things are super important. No, really, really good.

Alex Baker: 27:54

you're really excited about that one.

Tom Morgan: 27:55

It turns out there's lots of ways to automate Amazon connect. I, I kind of want to set some homework, which is, I don't know. I was thinking about this over Christmas. I feel like we should end a podcast by saying homework for people. Cause otherwise it's just, it's too easy to listen as you're driving or walking, whatever it is you're doing. So I think. The homework from this episode is to go and conduct an automation audit. So like make a big list of all the things that you do today. And then another list of, what you could do or what you'd like to do. And I think it's important to have both those lists because as the AI bus comes along, as your boss increasingly demands. The AI goes into all the things. So you, you get a good understanding then of what that really means to you and, and your contact center, because you'll have that in front of you, you'll have the kind of the state of, you know, where you are today with all those automation things and how AI can help with that, but then also what you want to do tomorrow as well, and hopefully some of the ideas in this episode will give you some sort of food for thought for what that looks like. And where you can sort of add in automation.

Alex Baker: 29:01

of another one, actually real quick. Just sort of harking back to some of the great guests we had in last year, but testing, right? Automating your testing. So we had a really good discussion with the guys at Nopake last year, a few episodes ago. Really, really big scope for doing more in that area. I think, you know, we've all spent a lot of time late at night or, during migrations, making test calls why not try and automate that? So yes, huge scope for, for automating testing.

Tom Morgan: 29:31

Yeah, no, absolutely. No, no, not at all. Yeah, it's such a good idea. Can you use that confidence as well? You've heard that as well. Like, is everything okay with the contact center? Can somebody make a call just to make sure? Because it seems quite quiet today is, you know, there are problems like having a thing running all the time. So, you know, that, you know, things are going. Okay. So,

Alex Baker: 29:49

A hundred percent automate that.

Tom Morgan: 29:51

Definitely. Just before we go a bit of housekeeping Announcement. So cloud interacts. It's a new year. We have a new logo. We've got new branding. It's all very exciting. So you'll be able to see updated branding and some updated colors and things like that. Not massive changes, just kind of subtle, subtle improvements. We're making subtle improvements here as well. We're going to switch to a monthly format rather than every two weeks. We're doing our planning for 2025 and we think that's the best format to it. Continue to bring you really good content. We're quite excited about bringing you some new partners and new People that we found and spoken to and we want to carry on Doing what we've been doing in 2024 looking at updates announcements as well as digging into some sort of details So look out for the next episode. It's going to be a little later than usual on the last monday of february and then we'll kind of go monthly from there so that's the plan. Thank you very much for your time and your automation expertise, Alex.

Alex Baker: 30:46

Thanks Tom. It was good fun to talk about that. Lots to talk about.

Tom Morgan: 30:50

it was, we managed to fill well over 30 minutes. So it is definitely time to bring the episode to an end. Thank you all for listening. Be sure to subscribe in your favorite podcast player. That way you won't miss the next episode. Even if it does come out a little bit later, you won't miss it because your podcast player will tell you about it. Whilst you're there, we'd love it if you would rate and review us. And if you have colleagues that you think would benefit from this content, please let them know. To find out more about how Cloud Interact can help you on your contact center journey, visit cloudinteract. io. We're wrapping this call up now and we'll connect with you next time.