Amazon Q in Connect adds personalized guidance for agents

Amazon Q in Connect, a generative-AI powered assistant for contact center agents, now recommends personalized guidance to agents using customer data from Amazon Connect and other third-party CRM systems. Amazon Q in Connect detects the customer's intent from the real-time voice or chat conversation and understands customer data to recommend what an agent should say or what action they should take.

For example, when a customer contacts a hotel to upgrade their room, Amazon Q in Connect analyzes the real-time conversation, identifies the customer's loyalty tier, and provides the agent with a step-by-step guide of upgrade options and discounts to offer the customer. With Amazon Q in Connect, contact centers can empower agents to provide a more personalized and efficient customer interaction while driving increased customer satisfaction.

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.