Use Amazon Q in Connect for generative AI–powered agent assistance in real-time - Amazon Connect

Use Amazon Q in Connect for generative AI–powered agent assistance in real-time

Powered by Amazon Bedrock: Amazon Q in Connect is built on Amazon Bedrock and includes automated abuse detection implemented in Amazon Bedrock to enforce safety, security, and the responsible use of artificial intelligence (AI).

Amazon Q in Connect is a generative AI customer service assistant. It is an LLM-enhanced evolution of Amazon Connect Wisdom that delivers real-time recommendations to help contact center agents resolve customer issues quickly and accurately.

Amazon Q in Connect automatically detects customer intent during calls and chats by using conversational analytics and natural language understanding (NLU). It then provides agents with immediate, real-time generative responses and suggested actions. It also provides links to relevant documents and articles.

In addition to receiving automatic recommendations, agents can also query Amazon Q in Connect directly using natural language or keywords to answer customer requests. Amazon Q in Connect works right within the Amazon Connect agent workspace.

You can customize Amazon Q in Connect to meet your business needs. For example, you can:

Amazon Q in Connect is available by API to be used in an existing agent workspace. For more information, see the Amazon Q in Connect API Reference Guide.

Note

To use Amazon Q in Connect with calls, you must enable Contact Lens conversational analytics. Contact Lens conversational analytics real-time analytics is used recommend content that is related to customer issues detected during the current call.

Contact Lens conversational analytics is not required to use Amazon Q in Connect with chats or to use Amazon Q in Connect self-service.

Amazon Q in Connect can be used in compliance with GDPR and is HIPAA eligible.

The following image shows how an Amazon Q in Connect article may appear in the agent application when the agent is on a call.

The agent application with an article displayed in it.

  1. The Amazon Q in Connect toggle button on the top-right can be used to toggle the expansion of the Amazon Q in Connect widget.

  2. Amazon Q in Connect proactively generates clickable intents to assist the customer service agent handling the contact.

  3. Upon choosing an intent, Amazon Q in Connect generates a solution using an appropriate source from the knowledge base configured for it.

    • Amazon Q in Connect provides a solution with citations.

    • Sources associated with the citations and other related articles are also displayed and can be clicked to dive into the knowledge base material.

  4. The agent can ask natural-language questions to receive responses on demand for Amazon Q in Connect using the input at the bottom of the widget.