MetriNote – Amazon Connect Gains Generative AI

Published on: December 19, 2023

Authors: Beth Schultz, Vice President of Research and Principal Analyst What's the news?

November 28, 2023 – Amazon Web Services (AWS) has introduced four generative AI capabilities for its cloud contact center platform, Amazon Connect. Using generative AI, Amazon Connect will now provide:

  • Recommended responses and actions, based on customer intent and by pulling information from company resources, for real-time agent assistance via Amazon Q, AWS’s new generative AI-powered assistant businesses can tailor for their use; Q is an evolution of the Amazon Connect Wisdom recommendation engine
  • Auto-generated post-interaction summaries for supervisors, available with the Amazon Connect Contact Lens analytics tool
  • The ability to create self-service chatbots and IVR systems using natural language descriptions; available in the Amazon Lex administrator console
  • Auto-creation and updating of unified customer profiles—Amazon Connect Customer Profiles—compiled from data in different company sources, for personalized service


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