Midea, a leading global technology company, has partnered with Amazon Web Services (AWS) to enhance its customer service operations worldwide. The collaboration aims to revolutionize Midea’s contact centers across 14 countries and regions.
By adopting AWS’s cloud-based solutions, especially Amazon Connect, Midea seeks greater efficiency and improved customer experiences.
Midea operates in over 200 countries and regions, with approximately 400 subsidiaries, 33 research and development centers, and 43 major production facilities.
As the company expanded internationally, it faced significant challenges in its customer service operations. Fragmented systems, data integration issues, and the lack of a structured call center hindered its ability to provide consistent service.
Traditional call center infrastructures posed additional obstacles. They required lengthy deployment cycles, incurred substantial costs, and demanded complex maintenance.
These hurdles made it difficult for Midea to maintain cohesive and efficient customer service operations across its global footprint.
However, the partnership with AWS offers a solution. By implementing Amazon Connect, an AI-powered cloud contact center service, Midea has rapidly deployed omnichannel contact centers.
The implementation time was reduced from several months to just weeks. Moreover, the shift to Amazon Connect has cut operating costs by 30%, highlighting the financial benefits of cloud-based solutions.
Additionally, Midea integrated Amazon Connect with Amazon QuickSight, which provides customized data reports and dashboards. Consequently, Midea’s headquarters can centrally monitor and control service quality worldwide.
Real-time data and analytics empower Midea to make swift, informed decisions, ensuring consistent customer service standards globally.
Furthermore, AI-driven insights from Amazon Connect have optimized operational effectiveness. Midea can analyze vast interaction data to identify patterns and recommend necessary adjustments.
It has led to improvements in agent performance and customer satisfaction. Notably, 95% of customers now connect with an agent within 60 seconds of calling, significantly enhancing response time.
Recognizing the transformative potential of generative AI, Midea is leveraging additional AWS services. These include Amazon Lex, Amazon Q, and Amazon Connect Contact Lens.
By incorporating these technologies, Midea aims to create sophisticated and highly customized cloud contact centers that enhance user experiences.
Amazon Lex enables the rapid development of natural language-based chatbots and Interactive Voice Response (IVR) systems. It simplifies the setup process and improves self-service activities.
Customers can navigate queries seamlessly without immediate human intervention, enhancing convenience and efficiency.
Meanwhile, Amazon Q serves as a real-time assistant for customer service agents. It analyzes interactions and suggests solutions based on an extensive knowledge base.
It boosts first-call resolution rates and elevates overall customer satisfaction. Agents receive timely and relevant support, which helps them assist customers more effectively.
In addition, Amazon Connect Contact Lens provides comprehensive post-service summaries and performance insights. Managers can evaluate agent performance more efficiently and accurately, contributing to improved service productivity and quality.
The continuous feedback loop enhances service quality and supports the professional development of customer service agents.
Consequently, Midea’s embrace of generative AI technologies signifies a commitment to delivering more personalized and engaging customer experiences.
The company uses Amazon Lex to offer intuitive and user-friendly self-service options. At the same time, Amazon Q ensures customers receive accurate and timely assistance, fostering reliability and trust.
Moreover, the insights from Amazon Connect Contact Lens play a crucial role in quality assurance. Managers conduct thorough evaluations of agent interactions, identifying areas for improvement and recognizing exemplary performance.
It not only enhances service quality but also contributes to the growth of the agents.
Looking ahead, Midea is well-positioned to harness the full potential of generative AI in customer service. Integrating AWS’s advanced AI tools embodies an innovative strategy for tackling the intricacies of global operations.
Midea remains at the forefront of customer-centric innovation.
The successful deployment of AI-powered contact centers sets a benchmark for other multinational corporations. Midea’s experience demonstrates the tangible benefits of reduced costs, accelerated deployment, and enhanced customer satisfaction.
It underscores the transformative impact of cloud-based solutions and artificial intelligence in today’s competitive business landscape.
Midea is a global technology group with a robust presence in over 200 countries and regions. The organization is dedicated to providing top-notch products and services worldwide, with approximately 400 subsidiaries, 33 research and development centers, and 43 major production facilities.
Amazon Web Services, Inc. (AWS) offers a comprehensive and widely adopted cloud platform. It offers more than 200 comprehensive services from data centers around the world.
Millions of customers trust AWS to power their infrastructure, become more agile, and lower costs. AWS’s suite of AI-powered solutions, including Amazon Connect, Amazon Lex, Amazon Q, and Amazon Connect Contact Lens, helps businesses innovate and scale quickly.
For more information, visit AWS and Midea online.