Use Amazon Connect agentic assistance

Amazon Connect provides AI agents that help customer service representatives solve live interactions with end customers. These AI agents make proactive recommendations based on real-time customer interactions and help guide representatives down the right path to resolve issues efficiently. The AI agents can look up information from disparate sources, complete transactions both in Amazon Connect and third-party applications, and perform traditional retrieval augmented generation (RAG) Q&A.

Amazon Connect AI agents automatically detect customer intent during calls, chats, and emails by using conversational analytics and natural language understanding (NLU). They then provide representatives with immediate, real-time generative responses, suggested actions, and links to relevant documents and articles. The AI agents can complete actions and look up information automatically, all in the spirit of helping customer service representatives deliver better customer outcomes. Connect agentic assistance includes AI agents for all channels, with some agents specific to tasks and email interactions. The service also provides automatic case summarization support to help representatives quickly complete their work.

In addition to receiving automatic recommendations, representatives can also query Amazon Connect AI agents directly using natural language to answer customer requests. Connect agentic assistance works within the Amazon Connect agent workspace and can be embedded into your own employee workspace or CRM.

You can customize Amazon Connect agentic assistance to meet your business needs. For example, you can do the following:

Connect agentic assistance is available through an out-of-the-box UI and by API for integration into existing agent workspaces. For more information, see Amazon Q in Connect API.