Amazon Connect launches generative AI-powered self-service with Amazon Q in Connect

Amazon Q in Connect, a generative-AI powered assistant for customer service, now supports end-customer self-service interactions across Interactive Voice Response (IVR) and digital channels. With this launch, businesses can augment their existing self-service experiences with generative AI capabilities to create more personalized and dynamic experiences to improve customer satisfaction and first contact resolution.

Amazon Q in Connect can directly converse with end-customers and reason over undefined intents for more ambiguous scenarios to provide customers accurate responses. For example, Amazon Q in Connect can help end-customers by completing actions such as booking trips, applying for loans, or scheduling doctor appointments. Amazon Q in Connect also supports Q&A, helping end-customer get the information they need as well as asking end-customers follow up questions to determine the right answers. If a customer requires additional support, Amazon Q in Connect provides seamless transition to customer service agents, preserving the full conversation context ensuring a cohesive customer experience.

For region availability, please see the availability of Amazon Connect features by Region. To learn more about Amazon Q in Connect, please visit the website or see the help documentation.