Amazon to add voice recognition to call-center services for businesses

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 Andy Jassy announced Amazon Connect Voice ID, which uses machine learning software to authenticate customers who dial into call centers.
Jassy, who runs the firm’s cloud computing division Amazon Web Services, said AWS builds a voice print for customers who opt in to save time on calls. Enterprises using the service set how confident it needs to be 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 help them personalize service.