Amazon Connect Wisdom

Deliver agents the information they need to solve issues in real-time

Amazon Connect Wisdom (preview), a feature of Amazon Connect, uses machine learning (ML) to reduce the time agents spend searching for answers. Today, knowledge articles, wikis, and FAQs are spread across separate repositories and siloes. Agents lose a lot of time trying to navigate all those different sources of information, and in the meantime, the customer waits for an answer. With Amazon Connect Wisdom, agents use ML to search across connected repositories based on phrases and questions exactly as the customer would ask them in order to quickly find answers. Wisdom helps customers connect relevant knowledge repositories with built-in connectors for third-party applications like Salesforce and ServiceNow, also internal wikis, FAQ stores, and file shares. In addition, Wisdom uses real-time speech analytics to detect customer issues during calls and provide agents recommendations and answers. Wisdom helps provide faster issue resolution and improved customer satisfaction.

Agents simply enter a question or phrase, such as "how long after purchase can handbags be exchanged" and Wisdom searches across multiple repositories and returns the most relevant information and best answer to handle the customer issue.
Unified ML-powered knowledge search
Real-time customer recommendations

Real-time customer recommendations

Wisdom uses real-time call transcripts from Contact Lens for Amazon Connect to automatically detect customer issues during calls and to recommend relevant content stored across connected knowledge repositories.

Real-time customer recommendations

Wisdom uses real-time call transcripts from Contact Lens for Amazon Connect to automatically detect customer issues during calls and to recommend relevant content stored across connected knowledge repositories.

2. WisdomUI_02

Constantly improve with continual learning

Agents rate how effective knowledge articles are in answering the customer question with a thumbs up or thumbs down to improve Wisdom recommendations over time. Agents can also provide free-form comments allowing managers to update and improve the quality of knowledge articles.

Constantly improve with continual learning

Constantly improve with continual learning

Agents rate how effective knowledge articles are in answering the customer question with a thumbs up or thumbs down to improve Wisdom recommendations over time. Agents can also provide free-form comments allowing managers to update and improve the quality of knowledge articles.

3. Constantly improve with continual learning.5279f3a17f368d81b4019d583df9b6d3ef972e7d
John Hancock

John Hancock is dedicated to providing innovative life insurance, investment, retirement, and advice to help you reach your goals. 

“At John Hancock, we care a lot about our customers' retirement goals. We handle tens of thousands of calls per week and our agents spend a ton of time searching through our wikis, repositories, and homegrown knowledge management systems for answers to critical financial questions. Amazon Connect Wisdom will let our agents use ML-powered search across all of our existing knowledge repositories to find the right answers for customers. We are also excited that Amazon Connect Wisdom automatically provides real-time answers to customer questions, quotes, and product specifications right within Amazon Connect during the call. Amazon Connect Wisdom will help our agents solve customer inquiries faster, and could help significantly reduce Average Handle Time, thus creating a more seamless and positive customer experience.”

Michael McCrillis, Director of Enterprise IT - John Hancock

Blog posts and articles

FAQs

Q: How can I learn more about Amazon Connect?

To learn more about Amazon Connect, click here.

Q: How do I preview Amazon Connect Wisdom?

To preview Amazon Connect Wisdom, submit your request here. Our team will review your request and get back to you as soon as possible.

Q: Do I need to have Contact Lens for Amazon Connect for real-time recommendations?

Yes. Contact Lens for Amazon Connect is required to use Amazon Connect Wisdom real-time recommendations.

Regions Available: US West (Oregon), US East (N. Virginia)