Generative AI assistant for contact center agents
Amazon Q in Connect is a generative AI assistant that delivers to agents suggested responses and actions to address customer questions, providing faster issue resolution and improved customer satisfaction. Knowledge articles, wikis, FAQs, and customer information can be spread across separate repositories. Agents waste time trying to navigate these different sources of information while the customer waits for an answer. Amazon Q in Connect uses the real-time conversation with the customer, along with relevant company content and customer information, to automatically recommend what to say or what actions an agent should take to better assist customers. Agents can also use natural language to search across connected knowledge sources to receive generated responses, recommended actions, and links to more information.
Deliver real-time, personalized recommendations
Amazon Q in Connect uses conversational analytics and natural language processing (NLP) to automatically detect customer issues and leverages generative AI to provide agents with real-time responses and recommended actions personalized to the end-customer's needs, with quick access to relevant knowledge articles and documents. Agents also receive recommendations for step-by-step guides that walk them through each step to solve the customer issue.
Quickly search for additional information
Agents can chat directly with Amazon Q in Connect to receive responses, actions, and links to more information to quickly and accurately solve customer requests. Agents can access Amazon Q directly within the Amazon Connect agent workspace or within your own agent desktop.
Easily ingest your data with built-in connectors
Connect content from your knowledge repositories and external website with built-in connectors for third-party applications and AWS services, including Salesforce, Zendesk, ServiceNow, Microsoft SharePoint online, and Amazon S3.
Customer stories
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Orbit
Orbit Irrigation is a manufacturer and supplier of home and commercial irrigation systems.
To resolve customers' questions, our agents spend two to three minutes per interaction searching through several different sources of knowledge, including Orbit product pages, customer account pages, and internal knowledge forums. This multistep process adds time to the interactions for agents and customers. The new responses automatically generated at each turn of the customer conversation by Amazon Q in Connect are tailored based on our own knowledge base articles. Amazon Q in Connect will create 10%–15% time savings on every contact, and the increased number of calls handled every hour is expected to translate directly into costs savings for Orbit—all done with improved customer sentiment.
Brian Dick, Senior Manager of Customer Care, Orbit Irrigation -
NatWest
NatWest Group is a relationship bank for a digital world, serving 19 million people, families, and businesses in communities throughout the UK and Ireland.
For our customers to feel supported through financial decisions at every stage of their lives, they need timely responses and a consistent experience regardless of which agent they speak with. Yet providing accurate details on our vast array of products and services across all of our brands often requires that our agents spend time searching across our knowledge management sources while customers wait for an answer. NatWest Group believes generative AI presents a great opportunity for our business, especially within the contact center. We expect that Amazon Q in Connect will ensure both our new and experienced agents are prompted in real time with accurate information to provide a consistently high-quality customer experience.
Angela Byrne, Chief Operating Officer, Retail Banking, NatWest Group