Webinar: The Self-Service Spectrum: When to Use GenAI (And When to Keep It Simple)
What does a peanut butter and jelly sandwich have to do with GenAI bots? More than you think. A guide to choosing the right level of self-service on Amazon Connect.
Watch the recording
Self-service is not all or nothing. Simple requests need a simple flow. Transactions suit a guided bot. Open-ended conversations are where GenAI earns its place. Frank Mirecki and Dan Perlman walk through each level, with live demos in Amazon Connect.
What we cover
- 01:20 Customer expectations and the history of self-service
- 05:45 Structured vs open-ended approaches
- 08:11 Demo: a structured self-service flow
- 12:52 Demo: conversational self-service
- 15:47 Highly fluid GenAI self-service
- 17:08 Prompts and guardrails
- 20:58 LLMs and RAG
- 22:30 Anatomy of a GenAI self-service bot
- 24:06 Demo: Amazon Q assistant and a test call
Presenters
- Frank Mirecki, CEO and Co-Founder, Serve7
- Dan Perlman, Solution Architect, Serve7
Aired live on May 29, 2025.
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