Use Connect AI agents for real-time assistance - Amazon Connect

Use Connect AI agents for real-time assistance

Powered by Amazon Bedrock: Connect AI agents 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).

Connect AI agents dynamically navigate your organization's resources to find solutions and take action to resolve customer needs. They handle many issues on their own, but also work in collaboration with your workforce to deliver personal, effortless customer experiences.

Amazon Connect enables agentic self-service by allowing AI agents to directly engage with end customers over voice and chat channels. These AI agents can solve customer issues autonomously by answering questions and taking actions on behalf of customers. When necessary, an AI agent seamlessly escalates to a human agent, adding a human in the loop to ensure optimal customer outcomes.

Connect AI agents also support human agents by automatically detecting customer intent during calls, chats, and emails using conversational analytics and natural language understanding (NLU). They then provide agents with immediate, real-time generative responses along with links to relevant documents and articles, as well as recommend and take actions on their behalf.

In addition to receiving automatic recommendations, agents can query a Connect AI agent directly using natural language or keywords to answer customer requests. Connect AI agents work right within the Amazon Connect agent workspace.

You can customize Connect AI agents to meet your business needs. For example, you can:

Connect AI agents can be configured both in the Amazon Connect UI as well as via API. For more information, see the Connect AI agents API Reference Guide.

Connect AI agents can be used in compliance with GDPR and is HIPAA eligible.