Generative AI assistant for customer service
Amazon Q in Connect is a generative AI-powered assistant for customer service that delivers end-customers and agents information and actions to solve issues in real time, providing faster issue resolution and improved customer satisfaction. Available directly within Amazon Connect, Amazon Q in Connect automatically detects customer issues to provide personalized responses and recommended actions based on customer information, knowledge repositories, and your web content.
Empower end-customers with personalized self-serve experiences
Amazon Q in Connect provides generative AI-powered customer service directly to your customers so they can self-serve over voice and digital channels. Deliver personalized, context-aware responses and take actions on their behalf, such as booking a trip. If a customer needs additional support, Amazon Q in Connect provides a seamless transition to customer service agents, preserving the full conversation context for a cohesive customer experience.
Deliver real-time recommendations to agents
Amazon Q in Connect automatically detects customer issues and leverages generative AI to provide agents with real-time responses and recommended actions, including step-by-step guides, tailored to the end-customer's needs. Agents can also chat directly with Amazon Q in Connect to receive responses, actions, and links to more information. Amazon Q is accessible directly within the Amazon Connect agent workspace or within your own agent desktop.
Easily configurable with built-in safeguards
Select what source content Amazon Q leverages, including customer profile data, case information, knowledge repositories, your website, and data from third-party applications such as Salesforce, Zendesk, ServiceNow, and Microsoft SharePoint online. With built-in guardrails and granular controls, businesses can responsibly deploy generative AI for improved efficiency and customer satisfaction.
Customer stories
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Orbit
Orbit Irrigation is a manufacturer and supplier of home and commercial irrigation systems.
To resolve customers' questions, our agents spend two to three minutes per interaction searching through several different sources of knowledge, including Orbit product pages, customer account pages, and internal knowledge forums. This multistep process adds time to the interactions for agents and customers. The new responses automatically generated at each turn of the customer conversation by Amazon Q in Connect are tailored based on our own knowledge base articles. Amazon Q in Connect will create 10%–15% time savings on every contact, and the increased number of calls handled every hour is expected to translate directly into costs savings for Orbit—all done with improved customer sentiment.
Brian Dick, Senior Manager of Customer Care, Orbit Irrigation -
NatWest
NatWest Group is a relationship bank for a digital world, serving 19 million people, families, and businesses in communities throughout the UK and Ireland.
For our customers to feel supported through financial decisions at every stage of their lives, they need timely responses and a consistent experience regardless of which agent they speak with. Yet providing accurate details on our vast array of products and services across all of our brands often requires that our agents spend time searching across our knowledge management sources while customers wait for an answer. NatWest Group believes generative AI presents a great opportunity for our business, especially within the contact center. We expect that Amazon Q in Connect will ensure both our new and experienced agents are prompted in real time with accurate information to provide a consistently high-quality customer experience.
Angela Byrne, Chief Operating Officer, Retail Banking, NatWest Group -
Frontdoor
Frontdoor, a leading provider of home warranties and digital on-demand services, is piloting Amazon Q in Connect with the intent of reducing agent training and on-boarding time. This pilot is already reducing an agent’s path to proficiency by delivering agents’ next best responses and actions, based on policy documents stored in Amazon S3 within the Amazon Connect agent workspace. As they learn from how agents use this technology, Frontdoor expects to expand this same support to consumer-facing self-service interactions.
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Pronetx
Pronetx, a professional services partner for customer experience transformation, is implementing Amazon Q in Connect for a number of public sector, federal, and FinTech organizations. With Amazon Q in Connect, they have the ability to use a single engine to drive both customer facing conversational self-service experiences and context-aware suggestions and automations for representatives. Pronetx expects Amazon Q in Connect will allow the public sector, federal, and FinTech organizations they support to focus on creating the experiences that matter most to their customers while empowering their representatives with the best decision-making information and guidance at the right time in every customer touchpoint.