Webinar – Improving Customer and Agent Experience with Amazon Connect AI Agents
Free of charge: A technical deep dive for contact centre decision-makers
AI implementation with real added value instead of empty buzzwords.
AI Agents are the trending topic of 2026 – but what do they actually mean for your daily contact centre operations based on Amazon Connect? The question remains: do they truly improve service, or do they lead to new frustrations for customers and employees?
In this German-language webinar, Malte Ramuschkat, Amazon Connect Specialist at tecRacer, provides an unfiltered perspective on the technology. We look behind the marketing promises and analyse how to deploy AI agents strategically and effectively.
In this compact webinar, we share our findings – hands-on, honest, and with a clear focus on the dual perspective: customer and agent.
Date & Details
- Date: 5 March 2026
- Time: 11:00 – 11:30 AM (CET)
- Language: German
- Location: Online (Webinar)
- Speaker: Malte Ramuschkat
What to expect in the webinar
- Automation without frustration
How AI agents resolve repetitive enquiries independently while maintaining high customer satisfaction. - Real-time Agent Assist
How your employees are supported and relieved by AI, rather than being replaced by technology. - An honest assessment
When an investment in AI is truly worth it – and when a classic IVR (Interactive Voice Response) is still the better choice. - Real-world challenges
Practical insights into integration, training, and necessary fallback strategies.
DIALOGWORLD AG – 2025
Martina Bischofberger, CDO DialogWorld AG
“With the support of tecRacer, we were able to successfully migrate over 250 service lines within three months. The migration included comprehensive training for our administrators, management, and customer advisors. Furthermore, numerous integrations and application-specific solutions, such as an app for individual callbacks, were successfully built during this period.”
Why you should attend
This webinar is not just another AWS sales presentation with “perfect demos”. You will receive a well-founded assessment from a practitioner who understands the daily challenges of contact centre operations. We show you the “sweet spot”: the point where AI takes over and where it must seamlessly hand over to a human.
Target Group:
- Contact Centre Managers who want to reduce waiting times and increase agent productivity.
- Customer Experience Leads looking to optimise self-service.
- IT Managers who are already using or evaluating Amazon Connect.
- Managing Directors who need to evaluate the ROI of AI solutions in customer service.
Register now for free and shape the future of your contact centre
