Use generative AI-powered case summarization
To help agents to handle cases more efficiently, they can use generative AI-powered case summarization. This AI agent and Amazon Connect Cases feature – available to unlimited AI customers – helps agents gather context faster and expedites their time to resolution of customer issues.
To view the permissions needed to use the feature, see Required Cases and Agent Applications permissions to generate AI-powered case summarization.
When an agent views a Case that is enabled with AI agents, they can use the Generate button to produce a summary of the Case and its Activity Feed.
Case Summarization
AI agent automatically analyzes the Case and generates a summary that includes information from:
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Fields on the case
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Comments on the case.
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SLAs related to the case.
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Transcripts from chat, and voice contacts related to the case (30-day transcript retention period).
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Details from Tasks related to the case
This summary helps agents quickly understand the context and history of the case without having to read through the entire activity feed.
The following default AI agent and prompt are used to generate the case summarization:
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QinConnectCaseSummarizationPrompt
Actions agents can take on Case Summary
After a case summary is generated, the agent can:
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Manually edit the summary in the text box.
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Save the summary to the case.
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Regenerate a new summary from scratch.
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Cancel the summary without storing it.
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Choose Copy to copy the contents of the summary.
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Choose the Thumbs up or Thumbs down icons to provide immediate feedback to their contact center manager so they can improve the AI agent responses. For more information, see TRANSCRIPT_RESULT_FEEDBACK.
Configure case summarization
Following is an overview of the steps to configure case summarization for your contact center.
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Add the Connect assistant block to your flows before a contact is assigned to your agent.
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Customize the outputs of your cases generative AI-powered assistant by defining your prompts to guide the AI agent with generating responses that match your company's language, tone, and policies for consistent customer service.
Best practices to ensure quality responses
To ensure the best quality response from AI agent, implement the following best practices:
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Train your agents to review all AI-generated content before storing it on a case.
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Use AI guardrails to ensure appropriate content generation. For more information, see Create AI guardrails for Connect AI agents.
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Monitor AI agent performance through CloudWatch Logs logs for:
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Response feedback from your agents. For more information, see TRANSCRIPT_RESULT_FEEDBACK.
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Generated email responses shown to agents. For more information, see TRANSCRIPT_RECOMMENDATION.
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