Default AI prompts and AI agents - Amazon Connect
Default AI promptsDefault AI agents

Default AI prompts and AI agents

Amazon Connect provides a set of system AI prompts and AI agents. It uses them to power the out-of-the-box experience with Connect AI agents.

Default AI prompts

You can't customize the default AI prompts. However, you can copy them and then use the new AI prompt as a starting point for your customizations. When you add the new AI prompt to an AI agent, it overrides the default AI prompt.

Following are the default AI prompts.

  • AgentAssistanceOrchestration: Configures an AI assistant to aid customer service agents in resolving customer issues. Can perform actions in response to customer issues based strictly on the available tools and requests from the agent.

  • AnswerGeneration: Generates an answer to a query by making use of documents and excerpts in a knowledge base. The generated solution gives the agent a concise action to take to address the customer's intent.

    The query is generated by using the Query reformulation AI prompt.

  • CaseSummarization: Generates a summary of a Case by analyzing and summarizing key Case fields and items in the activity feed.

  • EmailGenerativeAnswer: Generates an answer to a customer email query by making use of documents and excerpts in a knowledge base.

    • Provides agents with comprehensive, properly formatted responses that include relevant citations and source references.

    • Adheres to the specified language requirements.

  • EmailOverview: Analyzes and summarizes email conversations (threads).

    • Provides agents with a structured overview that includes the customer's key issues, agent responses, required next steps, and important contextual details.

    • Enables agents to obtain a quick understanding of the issue and efficiently handling of customer inquiries.

  • EmailQueryReformulation: Analyzes email threads between customers and agents to generate precise search queries. These queries help agents find the most relevant knowledge base articles to resolve customer issues. They ensure all timelines and customer information from the transcript are included.

    After the transcript and customer details are compiled, it then it hands off to either the EmailResponse or EmailGenerativeAnswer.

  • EmailResponse: Creates complete, professional email responses.

    • Incorporates relevant knowledge base content.

    • Maintains appropriate tone and formatting.

    • Includes proper greetings and closings.

    • Ensures accurate and helpful information is provided to address the customer's specific inquiry.

  • IntentLabelingGeneration: Analyzes utterances between the agent and customer to identify and summarizes the customer's intents. The generated solution gives the agent the list of intents in Connect assistant panel in the agent workspace so the agent can select them.

  • NoteTaking: Analyzes real-time conversation transcripts between agents and customers to automatically generate structured notes that capture key details, customer issues, and resolutions discussed during the interaction. The NoteTaking AI agent is invoked as a tool on the AgentAssistanceOrchestration AI agent to generate these structured notes.

  • QueryReformulation: Uses the transcript of the conversation between the agent and customer to search the knowledge base for relevant articles to help solve the customer's issue. Summarizes the issue the customer is facing, and includes key utterances.

  • SalesAgent: Identifies sales opportunities in end-customer conversations by gathering their preferences and recent activity, asking permission to suggest items, and choosing the best recommendation approach based on the customer's preferences.

  • SelfServiceAnswerGeneration: Generates an answer to a customer query by making use of documents and excerpts in a knowledge base.

    To learn more about enabling Connect AI agents for self-service uses cases for both testing and production purposes, see (legacy) Use generative AI-powered self-service.

  • SelfServiceOrchestration: Configures a helpful AI customer service agent that responds directly to customer inquiries and can perform actions to resolve their issues based strictly on available tools.

  • SelfServicePreProcessing: Determines what it should be doing in self-service. For example, having a conversation, completing a task, or answering a question? If it's "answering a question," then it hands off to AnswerGeneration.

Default AI agents

  • AgentAssistanceOrchestrator

  • AnswerRecommendation

  • CaseSummarization

  • EmailGenerativeAnswer

  • EmailOverview

  • EmailResponse

  • ManualSearch

  • NoteTaking

  • SalesAgent

  • SelfService

  • SelfServiceOrchestrator