Use real-time recommendations from Connect AI agents - Amazon Connect

Use real-time recommendations from Connect AI agents

This topic explains how agents who are using Connect AI agents in the agent workspace can interact with real-time recommendations that are generated for chats and emails. If Contact Lens is enabled, the recommendations appear for calls as well.

The recommendations point you to information related to the current conversation with the customer.

The following image shows how an article may appear in the agent workspace when you're on a call.

An article displayed in the agent workspace.

  1. The Connect AI agent toggle button on the top-right can be used to toggle the expansion of the Connect AI agent widget.

  2. A Connect AI agent proactively generates clickable intents to assist the customer service agent handling the contact.

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

    • The Connect AI agent 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 from a Connect AI agent using the input at the bottom of the widget.