Category: Foundational (100)

In the fast-paced world of cloud innovation, staying ahead of the curve can be a challenge. At Amazon Connect, we’ve recognized the need to provide comprehensive and up-to-date training resources to our customers and partners. Since its launch in 2017, Amazon Connect has disrupted the contact center industry with as a secure, scalable, and feature-rich […]

Generative artificial intelligence (AI) was the hot topic for most of 2023 and has not slowed down in 2024, with new innovation and creative use cases for this remarkable technology coming forward every day. The promise of generative AI for customer experience (CX) use cases is clear and exciting. With any new exciting idea, however, […]

Generative AI is delivering real customer experience (CX) results in production at enterprise scale sooner than expected.

Introduction Contact center agents face a variety of challenges when handling customer interactions. Whether it’s troubleshooting a technical issue, resolving a billing dispute, or simply providing helpful, accurate information, agents need to be effective across a wide range of topics. This often requires months, or even years, of experience becoming familiar with the various issues […]

A solid knowledge base has always been a crucial piece in effectively aiding agents in the contact center. Now with generative AI, well-structured, straightforward, and up-to-date knowledge bases are key to support generative AI assistants like Q in Connect in easily and effectively synthesizing your content. In this blog post, you will learn about Amazon Q in Connect, how it works, and how to optimize your knowledge base to maximize impact using our generative AI capabilities.

Agents play a crucial role in providing an exceptional customer experience. In a high-performing contact center, agents are superhuman — they get where the customer is coming from, know their stuff, and fix issues right away. When this happens, customers feel valued and stay loyal. Agents make up more than 70% of contact center operating […]

Amazon Connect’s native integrations with other AWS services like AWS Lambda allow you to create dynamic, personalized experienced for your callers. In this blog post we will use AWS Lambda and Amazon DynamoDB to: Create an AWS Lambda function from the sample provided. Integrate your Lambda function with your Amazon Connect instance, letting you perform […]