Amazon Connect Introduces Generative AI Capabilities to Help Organizations Boost Worker Productivity, Save Costs, and Improve Customer Service Experiences

Amazon Web Services, Inc, an Amazon.com, Inc. company  announced new generative AI capabilities in Amazon Connect, AWS’s cloud contact center that enables organizations of all sizes to deliver better customer experiences at lower cost. Powered by large language models (LLMs) and other foundation models (FMs) available through Amazon Bedrock, the latest Amazon Connect enhancements include new generative AI capabilities that expand on the service’s existing machine learning (ML) features to transform how companies provide customer service. Amazon Q in Connect—a generative AI-enhanced evolution of Amazon Connect Wisdom—provides agents with recommended responses and actions based on real-time customer questions, for faster and more accurate customer support.

Amazon Connect Contact Lens—an Amazon Connect feature that provides real-time contact center analytics and quality management—now helps identify the essential parts of call-center conversations with AI generated summaries that detect sentiment, trends, and policy compliance. Also powered by generative AI, Amazon Lex in Amazon Connect today enables contact center administrators to create new chatbots and interactive voice response (IVR) systems in hours by using natural-language prompts, and improve existing systems by generating responses to commonly asked questions.

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Contact centers are a critical customer service channel for organizations to provide support and build relationships with their customers. With the advent of generative AI, contact center leaders have an unprecedented opportunity to redefine how they create and measure their customers’ experiences. However, taking advantage of LLMs and other FMs is a difficult endeavor requiring technical expertise that is in short supply and high demand. Even when utilizing existing models, industry-specific data must be used to fine-tune models that generate responses tailored to an organization’s business. Integrating these models into new customer experience applications that work with an organization’s existing suite of contact center tools requires further industry-specific expertise. Amazon Connect removes the challenges of building and deploying models in contact centers by allowing non-technical business leaders to set up a cloud contact center with generative AI capabilities within minutes. The new generative AI capabilities of Amazon Connect include:

• Amazon Q in Connect: generative AI to assist agents with recommended responses and actions for faster customer support. Agents play a critical role in helping organizations build customer trust and loyalty by guiding customers through complex decisions, helping customers understand policies and terms, suggesting new products and services, providing fast and accurate solutions when issues arise, and capturing a record of every customer interaction. Amazon Q, a new type of generative AI-powered assistant that can be tailored for any business, provides new agent assistance for the contact center.

• Amazon Connect Contact Lens: post-contact summarization for increased productivity. To help improve customer interactions and ensure details are available for future reference, contact center supervisors rely on the notes that agents manually create after every customer interaction. To further contextualize those notes, supervisors must listen to large volumes of customer conversations, or read through complete conversation transcripts, since failure to correctly capture and act upon information from the conversation can lower contact center quality and erode customer trust.

SOURCE: Businesswire