Traditional contact center knowledge management often feels like a guessing game, relying heavily on an agent’s skill in understanding customer context, selecting the right search terms, and scanning through articles to find relevant answers. Artificial intelligence transforms this process, making it more intuitive and effective. By integrating AWS's Generative AI technologies (Bedrock, Titan, and SageMaker) into the contact center platform, agents can ask conversational questions and receive vital context, resulting in search results that resemble accurate answers rather than a list of documents and FAQs.

Whenever an agent asks a question, the AI solution works behind the scenes to synthesize available data and generate precise, direct responses using powerful large language models. This solution continuously improves over time with embedded feedback functions, allowing agents to provide input on accuracy, relevancy, and overall performance.

Enhanced data accessibility, faster answer retrieval, and personalized responses combine to deliver more intuitive experiences for your agents and memorable interactions for your customers.