Amazon Q in Connect, an evolution of Amazon Connect Wisdom, is a generative AI assistant that delivers agents suggested responses and actions to address customer questions, providing faster issue resolution and improved customer satisfaction. Knowledge articles, wikis, and FAQs can be spread across separate repositories. Agents waste time trying to navigate these different sources of information while the customer waits for an answer. Amazon Q in Connect uses the real-time conversation with the customer, along with relevant company content, to automatically recommend what to say or what actions an agent should take to better assist customers. With Amazon Q, agents can also use natural language to search across connected knowledge sources to receive generated responses, recommended actions, and links to more information.
Deliver real-time, generative AI-powered recommendations
Amazon Q in Connect uses conversational analytics and natural language processing (NLP) to automatically detect customer issues and leverages generative AI to provide agents real-time solutions, including responses and recommended actions, with quick access to relevant knowledge articles and documents. Agents also receive recommendations for step-by-step guides that walk them through each step to solve the customer issue.
Quickly search for additional information
Agents can chat directly with Amazon Q to receive responses, actions, and links to more information to quickly and accurately solve customer requests. Agents can access Amazon Q directly within the Amazon Connect agent workspace or within your own agent desktop.
Easily ingest your data with built-in connectors
Connect content from your knowledge repositories with built-in connectors for third-party applications and AWS services including Salesforce, Zendesk, ServiceNow, Microsoft SharePoint online, and Amazon Simple Storage Service (Amazon S3).
Customers
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 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
Blogs
Optimizing your knowledge base for Amazon Q in Connect
Freddy Jimenez, Prescott Wright, and Alex Schrameyer, 4/25/2024
FAQs
Q: How can I learn more about Amazon Connect?
For more information, see Amazon Connect.
Q: Did Amazon Q in Connect replace Amazon Connect Wisdom?
Yes, Amazon Q in Connect includes real-time agent assist functionality formerly available as Amazon Connect Wisdom, along with generative AI–powered recommended responses and actions, with links to more information. Existing Amazon Connect Wisdom customers can try Amazon Q in Connect by creating a new Amazon Q Assistant (Domain) in the Amazon Connect console, or by reaching out to their account team to upgrade their existing Wisdom Assistant.
Q: How much does Amazon Q in Connect cost?
To review the pricing information for Amazon Q in Connect, see Amazon Connect Pricing.
Q: Do I need to have Amazon Connect Contact Lens for real-time recommendations?
Amazon Connect Contact Lens is required to use Amazon Q in Connect real-time recommendations during calls. Contact Lens is not required to use Amazon Q in Connect with chats.
Q: Do I need Contact Lens to use Amazon Q in Connect search capabilities in my agent workspace?
No. Contact Lens is not required to use Amazon Q in Connect search capabilities. You can search Amazon Q from the Amazon Connect agent workspace or embed it in your own agent workspace.
Q: Does Amazon Q in Connect use Amazon Bedrock for generative AI?
Amazon Q in Connect uses a preconfigured LLM via Amazon Bedrock to generate suggested responses and actions from your company’s content, with no coding required. This approach helps contact centers use the power of generative AI without building their own models or having expertise in AI.
Q: In which AWS Regions is Amazon Q in Connect available?
For latest region availability, see Amazon Connect feature availability by region.
Get started building with Amazon Q in Connect in the AWS Management Console.