In this AWS re:Invent 2023 session, Himanshu and Prashant from the Amazon Connect team discuss exciting new generative AI capabilities for contact centers. They explore how Amazon Connect is leveraging AI to enhance customer self-service, provide real-time agent assistance, and offer powerful analytics for supervisors. Key features highlighted include Amazon Q for agent support, AI-generated post-call summaries, and improved chatbot creation using natural language. The speakers emphasize Amazon Connect's ease of use, scalability, and pay-as-you-go pricing model. They also showcase how generative AI is being thoughtfully applied to deliver real business value while maintaining human oversight. Overall, the session demonstrates how Amazon Connect is using AI to transform contact center operations and improve experiences for customers, agents and managers alike.