Welcome to ACP

Speaker 0:02

Welcome to ACP, the Amazon Connect podcast. This is the show that focuses on Amazon Connect and related technologies. I'm your host, Tom Morgan, and I'm joined as usual by my co-host, AWS solution architect and contact center consultant, Alex Baker. We are also joined today by Hannah Bloking, senior manager, Applied AI Acceleration Solutions Architecture at AWS. Find out more about Cloud Interact by visiting us at cloudinteract.io. It's time for another ACP. I am joined again as usual by Alex. Alex, how's it going?

Alex Baker 0:43

Hi, Tom. Yeah, all good. Thank you. Good to see you again

Meet Hannah Bloking

Tom Morgan 0:47

Indeed. And this is a special episode because we are joined today by Hannah Bloking. Hannah, it's fantastic to have you with us today

Hannah Bloking 0:55

Thank you for having me. It's so exciting to be here

Tom Morgan 0:58

You are a really interesting person to talk to, I think, right now because, and we're gonna get into that as we go through what you do. But I thought it would be really good before we even get to what you do today, to almost start at the beginning and work through your kind of career trajectory, because I think that will really set the scene for some of the other stuff we're gonna talk about today

Hannah Bloking 1:16

All right. My name is Hannah Bloking, as you mentioned, and I currently lead our Applied AI Acceleration Solutions architecture team. So Applied AI Solutions at AWS are a portfolio of capabilities that are really designed to help our external customers really move faster to harness the power of AI and move very quickly to achieve their business outcomes. I think we're gonna get into this a little bit later, but a lot of exciting innovations in this area in particular. Prior to this Applied AI solutions portfolio, a lot of my professional career has been in the contact center space. And so much of my Amazon tenure has been in the Amazon Connect business, which has recently been rebranded as Amazon Connect Customer.

From Fine Arts to Tech

Tom Morgan 2:08

So how did you get into-- how did you end up at AWS originally? Because you have a fine arts background, don't you?

Hannah Bloking 2:14

Yes. It feels a million lifetimes ago, but I guess it's more like just 20 years ago at this point, who's counting? But yeah, I do have a fine arts background. And, over the years, that's actually been one of my favorite things about working in the tech industry. You come across so many people who are doing all these amazing things, and a lot of them don't have kind of those traditional STEM backgrounds. I meet English majors, theater majors, music majors. But my entrance into tech is serendipitous maybe. I was a dance major actually, and when I graduated college, I knew I needed to save money to move to New York City to become a professional dancer. And so I found a job at a small IT healthcare company off of Craigslist, of all places. That wasn't a dangerous, scary place, I guess, back then. And it was doing admin work at a IT company. And very quickly there was an opportunity to become a software trainer in that company. And so I, I took the opportunity and found that I had a lot of skills that were really important when it came to training in software. If you think about fine arts background, you do a lot of performing. You think a lot about how the audience is going to perceive what you are doing or what you are saying. So there was a lot of skills that I didn't realize that I had for that type of work. And, that evolved into doing some professional services work for contact center type of applications back then. And as I was doing that type of work I very quickly in, it feels quick now. It wasn't back then. I guess a couple of years into doing professional services, I was recruited into kind of the solution architecture space to be able to work with customers more in that pre-sales capacity to help them understand the possibilities of what was possible with technology, help them, define their use cases. And that was a really exciting place to be because I felt I could apply my creativity in that type of role versus on the delivery side. So that was a very exciting blend of the skills that I had gained in professional services with that background and having that creativity.

Tom Morgan 4:16

Got it. Yeah, that makes complete sense.

Storytelling Through Demos

Tom Morgan 4:18

So much of demoing is telling a story as well, isn't it? And you've gotta try and convey the technical capabilities, but you've also gotta try and help get people on board with the why and the,

Hannah Bloking 4:28

There's the storytelling and, particularly very early on in my career when I was still coming into my professional self and learning, I took demos very seriously. And I still do. I think demos are very important, but, like th- and you learn how to do it in a more repeatable, codified way over time. But, in my mind, like I, I thought about every single second. I thought about what the audience was gonna look like when I said something. And I think all of those things really matter in this type of work, so yeah

Tom Morgan 4:53

yeah. And so from there, am I right in saying you crossed over to Amazon Q as it was at the time? Or was that later? Where have I...

Hannah Bloking 5:01

later.

Joining AWS and Connect

Hannah Bloking 5:02

So I came to AWS it's been a little over six years. I actually started off in an executive marketing role in our executive briefing center. And I was really excited, and it was a really exciting opportunity because prior to coming to AWS, I had always held solution architecture roles. A lot of customers that I had worked with had been in the MarTech space, and that the line between marketing and contact centers has been blended and obfuscated for a very long time. And so I was really excited to actually be a practitioner. And it was my first opportunity to manage a team and it was a really great experience. One of my favorite things about the executive briefing center outside of the fact that literally an executive briefing, you're storytelling, you're still storytelling in such a significant, important way. I got to meet so many different teams at AWS because all of the AWS teams come to meet with their customers in this setting. And just through the work that I had done, about a year in, I started talking a lot to the Amazon Connect team, and they were like: "Hold on, you, you have a contact center background. You work with customers. You're technical. You should absolutely come over and, see what this Amazon Connect thing is." And I think I always kinda knew Amazon Connect would be a home for me, and it was. So I was in the Amazon Connect team had a couple of different roles in the team for a few years.

Amazon Q and Enterprise AI

Hannah Bloking 6:18

And then when all of this generative AI stuff started coming out, I was like: "Hey, I think this might be really big." And, I was managing a team at the time, and I was like: "I think I wanna be more hands-on. I wanna build because this is the time where you get to go build and learn this stuff." And there's never gonna be another time like this in history, right? So I went over to what was the Amazon Q team. And as I think you may be familiar with, Amazon Q has evolved into Quick Suite, and it blended together all of these agentic capabilities over the year. But but in that role- my role ended up becoming the single-threaded owner for our internal rollout of what was Amazon QuickSuite today. There was obviously a lot of complexity that came with that because it wasn't like there was a blueprint for driving enterprise AI at that type of scale. And I remember looking around one day, and I was like, "I don't know how this happened, but I think I might be the owner of probably at least one of the largest production AI implementations anywhere in the world." Amazon's a pretty big place. And so then I started thinking about, what can I do to help other enterprises understand my learnings? Like, how can I synthesize these learnings? So I started sharing that, that content, and it was great. It was such a great experience working with customers and not even talking about technology, but just talking about enterprises and how... where do you start, and what are the types of real challenges you're gonna navigate? And then after that role, I came back home to Amazon Connect Amazon Connect Customer, which is really my home, and moved into a role where, again, I'm leading solution architecture teams. I have a few different teams under me. But now I also own our agentic initiatives that are helping our teams scale to help our customers' demand for the things that we offer and bring to the table when they're trying to think about what AI initiatives they're going to invest in. And go figure, a lot of customers are very interested in investing in the customer experience space. So it's been just a very cool marriage of experiences of where I am today.

Alex Baker 8:12

Yeah, w- well timed in terms of where you arrived at AWS compared to how Connect was growing, presumably nicely timed to hit that kind of real upward trajectory of the product

Hannah Bloking 8:23

Yeah. And and it's such a fun, it's such a fun product. It's such a fun space to be in. You get to listen to so many companies, so many customers of different sizes, different backgrounds, and just learn about their businesses and, learn about all the things that, that they believe they can achieve with agentic AI. And then sitting on the other side of it and also owning AI initiatives and being able to help them be like, "Yes, this is possible. There's things you've gotta do, and it's not gonna be easy all the time, but, we can do it." And it's it's been a, it's been a really cool journey.

Tom Morgan 8:50

Yeah, absolutely. Your team probably more than most talks to customers and partners every day, right? And you're probably, you've got that kind of information and all that, that, those kind of signals coming in.

Hannah Bloking 9:02

Yeah

Connect Customer Rebrand

Tom Morgan 9:03

Just thinking about this, we've mentioned it a few times, the way that Amazon Connect has rebranded itself and is now a home for a series of different things. It'd be good to just talk through your take on that. It feels like something that's been brewing internally for a while and it's taken a while to get everything in place a- and get it ready to be announced. But be really interesting to get your take on what that reception has been like on the ground. What sort of things are people excited about? What comes out?

Hannah Bloking 9:28

incredibly positive which is really exciting. I- I'm sure you're all familiar with and the audience who work with AWS, we're customer obsessed. Everything that we do is rooted in data and what we're hearing from customers. And I'll tell you listening to customers directly is critically important to us at Amazon. No matter who you are, we need to be hearing things directly from customers. And I think the reason that this portfolio expansion is so exciting is because at the end of the day, what do we wanna do? We wanna help customers move faster. I think a lot of things customers have been able to achieve for a long time these capabilities, especially right now, are evolving so incredibly quickly with everything that agentic AI brings to the table, both in terms of end user experiences we can provide the different solutions, like c-connect customer health and talent and decisions, but also we can move faster. I-internally at Amazon I will say I feel very fortunate that we are very AI focused internally. How are we leveraging and harnessing AI? So we are learning so we can go be thought leaders for our customers, and you can only do that if you're actually doing it. And there's no way, there's no way to learn it other than just to do it. So using AI internally for development, for other types of things. We do a lot of, writing at Amazon, so really thinking about how we can apply AI very intelligently in our own business and then bring that to customers. From a product expansion perspective, how have we listened to the customers and then being able to package up offerings so that these use cases are very repeatable, they can adopt them and move very quickly for very critical things that they're trying to do for their customers.

Alex Baker 11:01

Amazon Connect Talent seems like a really good example of that. We were actually talking to one of your colleagues about it the other day and

Hannah Bloking 11:07

nice

Alex Baker 11:08

For a company the size of Amazon being able to recruit in such numbers that, that you need it's almost like it can't be done in a sort of manual process. And it was really interesting looking at how Amazon Connect Talent's coming along and the future of recruitment and how it's how it's gonna help shape that and being able to do it in such bulk like you need to at Amazon.

Hannah Bloking 11:30

I think that's why we've been able to really... Like I said, the c- the reception's so positive because customers understand that there's no, there really isn't a scale like Amazon, whether we're talking about a contact center or whether we're talking about recruiting. These things are such a scale type of thing. So wh- when we talk to customers about what we've done and the scale they b- they believe it because they know, they understand that the business is so high velocity. So it's been really, it's really fun, and I love talking to customers about that, and it... Nothing makes me happier than customers getting excited learning about what we do internally to see how they can learn from us. I think that's the most valuable thing that we can do and bring to the table

Alex Baker 12:04

It's always a really powerful thing when we go and do demos and talk to potential new clients and they talk about things like how does the solution scale? How's it gonna cope if we grow? And we can always refer to the fact that, oh, Amazon use it. They've got a few hundred thousand people. I'm sure it'll probably

Hannah Bloking 12:19

Few. Yeah. Yep. Yeah, 100%. N- sa- same. It's it's a great discussion point with customers.

Connect Talent and Partners

Alex Baker 12:26

The other thing I wanted to ask about, so going back to that conversation on Amazon Connect Talent, is how us as partners should think about it. Is it maybe a threat to partners? Or the other thing we were thinking about around Amazon Connect Talent is, we-we're not necessarily dabbling in the recruitment space that much at the moment. I-is it a sort of a natural thing for us as just Amazon Connect customer experts to get involved in Amazon Connect Talent? Or do you think that's gonna reside with partners that have more of that recruitment

Hannah Bloking 12:58

You asked me a meaty question, and I'm gonna answer it in two ways. So one, we love our partners. And I will tell you... my team in particular very focused on how do we scale, how do we scale the knowledge and expertise so we can just meet more customers when they need us, right? And obviously one huge way that we do that is through our amazing partner network. From my lens you're extension of the team, right? So that's, that... And that's really the mentality of your partners are our customers too. Now from the perspective of thinking about, how do I think about how this is going to evolve I wanna answer this very honestly. I think anybody that says that they have the answer doesn't yet. But I think also... And the reason I say that is because all of us are evolving so quickly. Where, for example, my background, many of my colleagues' backgrounds are tradition- Wait, we grew up in the contact center for all intents and purposes. I mentioned most of my career has been in contact center, so like twen- 20 years, right? So grew up in the contact center. That's... we all need to evolve, now y- I'm an applied AI solution architect. That means that I have to be able to evolve to meet the demand of customers, where if they're demanding a pl- an, a applied AI solutions, a broader set of capabilities because that's what Agentic offers, that's what we're going to evolve into. Internally, we're very focused on, on upskilling so that we can meet customers' demand where they are. And so I think that it's gonna be an evolving space but I certainly believe that will also be relevant to our partners and customers directly who are also thinking about how do they think about skills within their businesses as well.

Alex Baker 14:30

Yeah, makes sense

Tom Morgan 14:33

That evolution for partners is a really important thing as well, and it's good to be able to expand into sort of new spaces as well because I think honestly, also with the work you're doing, thinking also the NLX acquisition and stuff like that, like that's gonna bring a level of autonomy. I don't think partners can stand still particularly and think everything they did for the last

Hannah Bloking 14:51

Us too. And anybody that, that tries to stay stagnant, that's where you're gonna stay, and I completely agree. And 100% like... and I will say yes, like we're so excited about what NLX brings to the table and for our customers and for our partners to be able to move faster to adopt our capabilities. But I would say, it, it's the expertise and what partners and I think AWS brings to the table is just how many different conversations we're having, and I think you get a lot of pattern matching when you do that over time.

Picking the Right Use Case

Hannah Bloking 15:18

The place where I see customers getting stuck nowadays is not so much in the tech. The tech's getting better, and it's getting better at a faster pace than it ever has before. But I shouldn't say better, easier to use, easier to adopt, right? Less development required to, to make it match a, an enterprise use case. What I would say is what is the use case that you're going to do? And I have seen some movement in this direction in working with customers, like in, in a direction where we can sort that faster, but where we used... Like at least in the last year, I would talk even internally, like internal teams who are adopting AI to do specific use cases, but also certainly externally. I'd be like: "Okay, tell me, what are you thinking? Like, where do you wanna start?" And, the use case that'd be read back to me would be like the most complex thing that you've ever heard. It's not something that humans are achieving today, and it's don't start there. Don't start with the hardest problem. And I think that I would even characterize it in a slightly different way. Don't start with a problem you don't really understand. And that's really what it is all about. I think that when, all of the hype around generative AI came out, people were like: "Great, this is a shortcut to not having to do the deep legwork to understand my business, do the process mining to understand, how things actually work inside my business," which is really hard to do in an enterprise. Especially things that have moved fast and evolved over time. And so w- what I end up talking to customers about is no, this is the time to understand your business better than you have ever have before. 'Cause now that investment and ROI in doing so is gonna pay off in a way that never has. So that's when I've really seen the shift.

Tom Morgan 16:44

Yeah, and AI, AI will help you go fast in any

Hannah Bloking 16:47

Totally. Yes,

Tom Morgan 16:48

if you pick wrong direction. So it's like

Risk and Moving Fast

Tom Morgan 16:50

you...

Hannah Bloking 16:50

But with that, I think that also dovetails into a different topic that we talk a lot about with customers, and I'm sure you do, is just the risk. Yeah, there... if you're adopting AI at scale, we all know the stat of 95% of pilots fail to make it to production. There, there is a level of risk of being first to do something. And again, going back to internal, like at Amazon, where we just em- we embrace AI and of course our security is job zero. But we embrace AI and we accept the risk that, that comes with that because i- if you're gonna, if you're gonna drive innovation, deliver innovation, there's always risk that's associated with innovation. Of course, you have to do things in a smart way. But I think that's the other topic that we talk about. Right now it's better to be first and make a couple of mistakes along the way, because customer expectations are only gonna get higher with how fast generative AI experiences are evolving, right?

Alex Baker 17:38

makes all of our jobs interesting, doesn't it?

Hannah Bloking 17:40

It does,

Alex Baker 17:41

a sort of internal coffee chat earlier on, and we just taken a breath and saying, "Wow, it's been incredibly busy," but what a time to be working on all these cool things that are accelerating massively quickly.

Hannah Bloking 17:52

Yeah, It's very, it's a very cool time. It's probably the most exciting time I can sit back and kind of name in my entire career because it also opens up the door for so much opportunity for people that are in this space and delivering and to be able to like, like we were just talking about, upskill. There's no better way to upskill than there's a urgent, compelling need to. And I think that's such a great opportunity for all the people that are in the space right now as well.

Alex Baker 18:14

Yeah, great

Why QuickSuite Matters

Tom Morgan 18:15

I want to pivot us to talking a bit about Amazon Quick, which is an odd thing because we're a contact center podcast, but I think there's a bigger picture thing here maybe, and you're the perfect person to, to talk about it because you've worked in that space and in this space, so like I... it's either got really, really lucky or, like, you are the mastermind behind the AWS strategy haven't worked out which. But so for someone in a contact center role h- who isn't really super familiar with Amazon Quick, there was, a big announcement about it recently, but why do, why should they care about it and where does Quick and Connect Customer

Hannah Bloking 18:48

So I think that we're gonna constantly be learning about new incredible use cases from our customers. What I will say though is Quick Suite, where is, where Quick has really evolved into this incredible set of agentic capabilities. There's al- there has been for a very long time a strong customer demand for how Amazon Connect customer and what, what used to be Quick Suite work together. 'Cause think about data, like all the data that comes in through a contact center and the level of data and things that we're instrumenting now with AI agents, like it's only increasing and the complexity and the demand is only increasing there. A- as I'm sure you know, and our audience knows, Amazon Connect Customer brings a lot of incredible analytics out of the box. And I think where there are those use cases where customers used to think about there's now an intersection and a need for the data lake to be able to do other types of data visualizations that I need to do maybe outside of this. So I think that use case still very much, applies, like how do we think about that? And then depending upon who that, that knowledge worker is, who has access to that data and is leveraging it, Quicks Suite brings a whole another capability set to those users to be able to leverage both the structured and the unstructured data that comes from the various different places in their enterprise. And as I'm sure you're probably aware, 'cause it's something that we talk about a lot internally at Amazon, we use Amazon Quick all the time, It's been incredible to see the adoption of Amazon Quicks Suite internally for our internal productivity use cases. So I think we're gonna continue to see a lot of demand and innovation from our customers and how they're leveraging those things, but that, that intersection of what I would call in the legacy world like BI and contact center, like those types of use cases have been around forever, way before me, so I think we're only gonna continue to see increased innovations with all the new capability sets that these two solutions offer.

Alex Baker 20:40

Certainly seem to see a lot more of people using Quick as a, almost like their sort of productivity dashboard rather than you think of it as sort of MI and reporting. But this is where I base myself and let it run some of my tasks and coordinate things for me, which is quite a neat evolution of it.

Hannah Bloking 20:59

A hun- 100%. I may or may not have prepared for our podcast with a few talking points right before this with with Quick. So yeah it's just, it's been incredible. It's been an incredible productivity gain for us internally at Amazon and I am incredibly excited to see what it brings to customers and how they can leverage it.

Tom Morgan 21:16

Do you ever get aha moments with customers when they they get Like it's... 'Cause it's been hard sometimes actually as with the AI capabilities that are coming to Connect, trying to explain to people, and then they suddenly get it and they're like, "Oh." And it, like it's not a separate thing, it's in Connect. Like you get all the benefits of it being in Connect. Do you see that

End to End AI Demos

Tom Morgan 21:34

in

Hannah Bloking 21:34

100%. So one of the, one of the initiatives and teams that I lead and have the pleasure of leading inside of our organization is our centralized demo team. And you can imagine the scale of how we have to provide demos for our partners and our field teams even to be able to deliver for the customers. And, it's really an amazing thing when you can, in five minutes, tell an end-to-end story across everything about an end customer with the agentic self-service capabilities talking about the blending and the, and we're really passionate about this idea of the AI and human teammates working together. Very obvious low-hanging fruit use case for the contact center listeners is handoffs, of course, from like an AI agent to a human. There's a lot more than just that. Then thinking about what-- how does the human agent then benefit from having AI agents at their fingertips then moving into the supervisor and more capabilities. And then the other piece of tying it together now which I'm sure our audience appreciates, and you alluded to it earlier, is because just the capabilities are moving so fast and our... We're laser focused on helping customers move faster, how the, the, the admin perspective, like the people that are gonna build and adapt and use the data to change things, like making that easier for people to do without having to submit a ticket and, get resources. Like we all know that just takes time and that time eats away at your ability to innovate faster. So I think that's, it is really exciting and telling that story end to end is always an exciting aha moment, and I think one of my favorite things is like if I'm in a, for example, a customer meeting or an EBC and a customer will be like, "Pause. Stop right there," and they'll walk up, and they'll be like, "You can do that today?" "Yeah, we can do this today." That's always My favorite part.

Tom Morgan 23:13

Yeah. I wait, I just need Hang on. Hang

Hannah Bloking 23:15

We've had, had

Tom Morgan 23:15

Yeah. That's

Hannah Bloking 23:16

the years, and it's just it's the most exciting thing to see. Yeah.

Tom Morgan 23:20

Oh, that's that's really good. Think there's, it, as it evolves and as AI comes into not just the contact center in- but the whole back end, you know, the whole the whole enterprise really, organization I think certainly in the contact center space, we're having like a a debate with ourselves, in the industry about how AI is being added and how it's being done, and whether it is improving customer experiences, or if it's just a way of deflecting costs, and that probably extends to Quick as well, right? Is it a way of improving people's productivity, or is it a way of deflecting overall sort of enterprise cost? Is that something you or your team wrestle with and think about? 'Cause it's that we think about a lot, in, in

Experience Over Cost Cutting

Tom Morgan 24:03

terms of,

Hannah Bloking 24:03

100, 100%.

Tom Morgan 24:04

kind of trade-off.

Hannah Bloking 24:05

I think like certainly, we use our own well-architected principles and think about cost efficiency and all those things. But I would say that where we're very heavily indexed on right now is the end customer experience. So if we're talking about something like Quick, the end customer is the employee for us, right? So I'm an end customer for Quick at Amazon, right? So when we're making decisions, we are making the decisions based off of the customer experience. We do have to look at things like cost, of course. But I think right now my mentality has been we need to focus first on what the end customer experience is going to be first, and then we have to learn from that. And over time of course thing- things improve over time, so it becomes more cost efficient to do these use cases anyway. So it's more important to get things out in a way that's positive, in a way that you know is the experience you wanna deliver. And then from there you can look to make optimizations. But I don't think you wanna optimize before you actually get the first thing out the door. And that was, that is probably how I would characterize what I've seen even internally at Amazon. Like we want the experience to be very positive. So internally what that means for us is we have full access to all these agentic capabilities every day. And I think I take it for granted when I go and talk to friends in other companies and other industries where they're like, "You're using it all the time? Like how are you using it?" And I'm just like, "Wow. It's been like at least a year and a half where we are like we are using it." Like I, I think there's probably not one meeting that I don't use AI to prepare for. There's probably not one document now that I'm not brainstorming with my AI agent to get b- ideas that I wouldn't have potentially thought about and have a conversation. So I think I think that we're really focused on what the outcomes are, like the productivity outcomes versus like the cost saving, if that makes sense. Yeah

Tom Morgan 25:50

Definitely.

Career Advice and Wrap Up

Tom Morgan 25:51

Well, We are nearly out of time, but I just want to ask, I think there's probably a lot of people, maybe some who are listening to this, who are maybe feeling a little bit out of depth with the speed that things are moving at worried about what that means for their career and what skills skill sets and worried, that their skill are still gonna be valuable in, five years' time. And I think it'd be interesting to get your take on, as somebody has done some amazing things in this industry, and but also, as you've demonstrated, that creative side is so important. What Advice would you give people or a kind of variant of that, like a younger version of yourself starting out

Hannah Bloking 26:26

my gosh. I would say that you need to not let fear of making a mistake stop you from trying something. And if I had told myself that advice five years ago, I think I'd be a lot further ahead and in essence, it's what we talked about earlier. Like you, you wanna innovate in the space for your customers with agentic AI. You've gotta not let the fear of making a mistake stop you from trying something, right? I would give the same advice to my younger self that I now give to customers. And then the other part that I would say is that's a really great question and at Amazon you work with so many smart people. You work with amazing smart partners. You work with amazing smart Amazonians. The bar for working at Amazon is very high and customers. You know, We work with extremely smart customers. So I would say that's a recipe for having imposter syndrome. But again everybody has such a unique skill set that they bring to the table, and it'll take some time to harness it to figure out how you make that your superpower. But it's just about some grit and not being afraid of making a mistake.

Tom Morgan 27:26

That's very wise words to end on, I think.

Hannah Bloking 27:29

Oh, thank you.

Tom Morgan 27:30

we could talk all day but it is time to bring this episode to an end. Thank you, Alex, thank you, Hannah, and thank you all for listening. Be sure to subscribe in your favorite podcast player. That way you won't miss the next episode. Whilst you're there, we'd love it if you would rate and review us. If you have colleagues you think would benefit from this content, please let them know. To find out more about how Cloud Interact can help you on your contact center journey, visit cloudinteract.io. We are wrapping this call up now, and we will connect with you next time