Amazon Q in Connect, an evolution of Amazon Connect Wisdom, uses generative AI to deliver agents suggested responses and actions to address customer questions, providing faster issue resolution and improved customer satisfaction. Knowledge articles, wikis, and FAQs can be spread across separate repositories, and agents waste time trying to navigate all of these different sources of information. In the meantime, the customer waits for an answer. Amazon Q in Connect leverages the real-time conversation with the customer, along with relevant company content to automatically recommend what to say or what actions an agent should take to better assist customers. With Amazon Q, agents can also use natural language to search across connected knowledge sources to receive generated responses, recommended actions, and links to more information.
Amazon Q in Connect uses conversational analytics and natural language processing (NLP) to automatically detect customer issues and leverages generative AI to provide agents real-time responses and recommended actions, with quick access to relevant knowledge articles and documents. Agents can also search for information to solve customer requests, and Amazon Q uses generative AI to summarize relevant articles into a concise solution.