In this news, we discuss the Amazon delves deeper into voice recognition, call-center work as COVID-19 drives cloud.
(Reuters) – Amazon.com Inc on Tuesday announced voice recognition as part of a suite of call center services for businesses, as the company sees growing demand for its cloud tools during the coronavirus pandemic.
Speaking at the company’s annual re: Invent conference, executive executive Andy Jassy announced Amazon Connect Voice ID, which uses machine learning software to authenticate customers who log into call centers.
Jassy, who heads the company’s Amazon Web Services cloud computing division, said AWS creates a voiceprint for customers who choose to save time on calls. Businesses using the service define the level of trust necessary for authentication to be automatic or for requiring manual confirmation of a customer’s account.
Amazon is also adding a machine learning tool that helps call center agents find answers for customers and another that helps them personalize the service.
This news reflects the growing demand for Amazon’s cloud – and call center tools in particular. Jassy said COVID-19 has accelerated cloud adoption by businesses by several years, and more than 5,000 customers have turned to the Amazon Connect service for help with call centers during the pandemic. British grocer Morrisons is one example.
Voice authentication is AWS’s latest work in the field of biometrics, which has drawn criticism from civil liberties advocates. Amazon announced in June a one-year moratorium on police use of its facial recognition software.
Amazon used the event to launch a number of independent products, including Trainium, which targets Nvidia Corp’s core business, powerful chips for training machine learning algorithms.
Trainium will complement Amazon’s Inferentia computer chip which analyzes incoming data from platforms such as its voice assistant Alexa.
Amazon also announced an equipment monitoring system for predictive maintenance; computer vision for cameras on site in manufacturing, construction or retail sale; and a query tool that allows businesses to type in jargon-filled questions and ask AWS for answers.
Reporting by Munsif Vengattil in Bengaluru, Jeffrey Dastin and Stephen Nellis in San Francisco; Edited by Anil D’Silva, Alexander Smith and Cynthia Osterman
Original © Thomson Reuters