In this video, Dave Lemons, builder solutions architect at AWS, explores how generative AI is transforming customer service through Amazon Connect. He discusses three key use cases: enhancing agent assist capabilities, improving manager assist functionalities, and advancing customer self-service experiences. Lemons demonstrates how large language models (LLMs) can generate real-time responses for agents, provide concise conversation summaries for managers, and create more natural self-service interactions. The video emphasizes the importance of security, accuracy, and human oversight in implementing these AI-powered solutions.

00:00 Introduction
01:30 Use case: Expand agent assist capabilities
03:01 Use case: Enhance manager assist
04:36 Use case: Improve customer self-service experiences
06:16 Generative AI considerations for CX use cases