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

Default AI prompts and AI agents

PDFRSS

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

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.

  • QinConnectAnswerGenerationPrompt: 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.

  • QinConnectIntentLabelingGenerationPrompt: 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 Amazon Q in Connect widget in the agent workspace so the agent can select them.

  • QinConnectQueryReformulationPrompt: 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. Summarize the issue the customer is facing, and include key utterances.

  • QinConnectSelfServicePreProcessingPrompt: 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 QinConnectAnswerGenerationPrompt.

  • QinConnectSelfServiceAnswerGenerationPrompt: Uses the following AI prompt tools to have a conversation with a customer.

    1. QUESTION: Uses a knowledge base to answer direct questions and seek relevant information if no other tool can directly solve the customer query.

    2. ESCALATION: Automatically escalates to an agent if a customer wants help from a person.

    3. CONVERSATION: Engage in simple dialogue, if there is no specific customer intent.

    4. COMPLETE: Wraps up the conversation if the customer no longer has anything else they need help with.

    To learn more about enabling Amazon Q in Connect for self-service uses cases for both testing and production purposes, see Use generative AI-powered self-service.

Default AI agents

  • QinConnectAnswerRecommendationAIAgent

  • QinConnectManualSearchAIAgent

  • QinConnectSelfServiceAIAgent

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