Posted On: Dec 1, 2020

Amazon Connect Wisdom uses machine learning (ML) to drastically reduce the time agents spend searching for answers. Today, knowledge articles, wikis, and FAQs are spread across separate repositories and siloes. Agents lose a lot of time trying to navigate all those databases, and in the meantime, the customer waits for the answer. With Amazon Connect Wisdom, agents use ML to search across connected repositories based on phrases and questions exactly as the customer would ask them to find answers quickly. Wisdom connects to relevant knowledge repositories with built-in connectors for third-party applications like Salesforce and ServiceNow, or other internal knowledge stores to aggregate information such as frequently asked questions (FAQs), wikis, documents, and help guides.

When used with Contact Lens for Amazon Connect, Amazon Connect Wisdom leverages real-time analytics to automatically detect customer issues during calls and then recommend information in real-time to help resolve the issue, eliminating the need for an agent to search manually. For example, when a customer calls a business about a defective washing machine, Amazon Connect Wisdom detects the reference to the washing machine model and presents the agent a suggested article on warranty claim procedures. Agents can rate search results and real-time recommendations with a thumbs up or thumbs down to improve the quality of content surfaced over time.

Amazon Connect Wisdom is now available in preview in the US East (N. Virginia) and US West (Oregon) regions. To enable real-time recommendations, you must use Contact Lens for Amazon Connect. To learn more about Amazon Connect Wisdom, please visit the Amazon Connect Wisdom website or sign-up for the preview.