Posted On: Sep 27, 2021

Amazon Connect Wisdom, now generally available, delivers agents the information they need to solve customer issues as they’re actively speaking with customers. Contact centers often use knowledge management systems and document repositories that are separate from their agents' desktop application, which forces agents to spend valuable time searching for answers while speaking with customers, leading to poor customer experiences.

With Amazon Connect Wisdom, agents can search across connected repositories from within their agent desktop to find answers quickly. Wisdom connects to knowledge repositories with built-in connectors for third-party applications including Salesforce and ServiceNow. Customers can also ingest content from other knowledge stores using the Wisdom ingestion APIs. Contact centers can easily provide agents access to Wisdom using the Connect agent application or by embedding Wisdom into their own agent application using Amazon Connect Streams, a browser-based contact center integration API.

When used with Contact Lens for Amazon Connect, Amazon Connect Wisdom leverages machine learning powered speech analytics to automatically detect customer issues during calls and then recommend content in real-time to help resolve the issue, so that agents don't have to manually search. For example, when a customer calls a business about a malfunctioning washing machine, Amazon Connect Wisdom detects the reference to a broken part and presents the agent a suggested article on warranty claim procedures.

Amazon Connect Wisdom is available in the US East (N. Virginia), US West (Oregon), Europe (London), Europe (Frankfurt), Asia Pacific (Sydney), and Asia Pacific (Tokyo) AWS 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 see the help documentation.