In this post, we demonstrate how to create an automated email response solution using Amazon Comprehend.
Organizations spend lots of resources, effort, and money on running their customer care operations to answer customer questions and provide solutions. Your customers may ask questions via various channels, such as email, chat, or phone, and deploying a workforce to answer those queries can be resource intensive, time-consuming, and even unproductive if the answers to those questions are repetitive.
During the COVID-19 pandemic, many organizations couldn’t adequately support their customers due to the shutdown of customer care and agent facilities, and customer queries were piling up. Some organizations struggled to reply to queries promptly, which can cause a poor customer experience. This in turn can result in customer dissatisfaction, and can impact an organization’s reputation and revenue in the long term.
Although your organization might have the data assets for customer queries and answers,

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