Generative AI assistant for contact center agents
Amazon Q in Connect, an evolution of Amazon Connect Wisdom, is a generative AI assistant that delivers 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. Agents waste time trying to navigate these different sources of information while the customer waits for an answer. Amazon Q in Connect uses 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.
Deliver real-time, generative AI-powered recommendations
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 solutions, including responses and recommended actions, with quick access to relevant knowledge articles and documents. Agents also receive recommendations for step-by-step guides that walk them through each step to solve the customer issue.
Quickly search for additional information
Agents can chat directly with Amazon Q to receive responses, actions, and links to more information to quickly and accurately solve customer requests. Agents can access Amazon Q directly within the Amazon Connect agent workspace or within your own agent desktop.
Easily ingest your data with built-in connectors
Connect content from your knowledge repositories with built-in connectors for third-party applications and AWS services including Salesforce, Zendesk, ServiceNow, Microsoft SharePoint online, and Amazon Simple Storage Service (Amazon S3).
Customer stories
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Orbit
Orbit Irrigation is a manufacturer and supplier of home and commercial irrigation systems.
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NatWest
NatWest Group is a relationship bank for a digital world, serving 19 million people, families, and businesses in communities throughout the UK and Ireland.