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

Note

Powered by Amazon Bedrock: AWS implements automated abuse detection. Because Amazon Q in Connect is built on Amazon Bedrock, users can take full advantage of the controls 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 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.

Beyond its core functionality, Amazon Q in Connect supports:

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 Amazon Connect Contact Lens. Contact Lens is not required to use Amazon Q in Connect with chats.

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.