Amazon Q in Amazon Connect
Give agents and end users the knowledge and tools they need to address problems quickly.
Customer service assistant powered by generative AI
Amazon Q in Connect is a generative AI-powered customer care assistant that provides agents and end users with information and real-time problem-solving activities, resulting in quicker problem-solving and higher customer satisfaction. Available directly within Amazon Connect, Amazon Q in Connect uses customer data, knowledge repositories, and your online content to automatically identify customer issues and offer tailored responses and suggested actions.
Provide individualized self-serve experiences to end users
Customers can self-serve via digital and audio channels with Amazon Q in Connect’s generative AI-powered customer support. Provide tailored, situation-specific answers and act on their behalf, such making travel arrangements. Amazon Q in Connect offers a smooth transition to customer support representatives in the event that a client need more assistance, maintaining the entire context of the conversation for a seamless customer experience.
Provide agents with recommendations in real time
In order to give agents real-time responses and suggested actions, including detailed instructions, that are customized to the end-user’s needs, se automatically recognizes customer issues and uses generative AI. To get answers, actions, and links to additional information, agents can also have direct conversations with Amazon Q in Connect. You can access Amazon Q directly from your agent desktop or from the Amazon Connect agent workspace.
Simple to customize with integrated security features
Choose which source content Amazon Q uses, such as information from your website, knowledge repositories, customer profiles, cases, and third-party apps like Microsoft SharePoint online, Salesforce, Zendesk, and ServiceNow. Businesses may properly implement generative AI for increased productivity and customer satisfaction with built-in safeguards and granular controls.
Amazon Connect improved with generative AI, WhatsApp Business, and safe data collecting
With the aid of generative AI, sophisticated security measures, and simplified bot management, Amazon Connect today unveils a suite of new tools that assist companies in improving their contact center operations. By allowing more time and space for meaningful human interactions while upholding security and compliance, these innovations assist organizations in providing better customer experiences.
Contact center managers always struggle to maintain data privacy compliance, optimize self-service resolution rates, and assess agent performance effectively. Furthermore, developing and overseeing conversational AI experiences frequently calls for specific knowledge and intricate cross-service interactions.
Key features like generative AI-powered customer segmentation for targeted campaigns, native WhatsApp Business messaging for omnichannel support, secure gathering of private customer information during chat interactions, streamlined conversational AI bot management in the Amazon Connect interface, and new improvements to Amazon Q in Connect were all introduced by Amazon Connect in order to address these issues. In order to improve contact center operations and bot performance, Amazon Connect also introduced new analytics features through Amazon Connect Contact Lens.
These new features will enable you to maintain the highest standards of operational excellence and data security while producing more efficient and customised customer experiences.
Features driven by generative AI
Smarter targeting and more effective contact center management are made possible by Amazon Connects integration of new generative AI capabilities to automate and improve customer interactions.
Generative AI segmentation and trigger-based campaigns: This technique uses conversational cues to generate client segments with the help of generative AI. This makes it simpler for companies to locate and connect with particular client groups by enabling them to develop accurate customer segments using natural language descriptors. Based on particular consumer events, such cart abandonment, trigger campaigns allow businesses to interact with their clientele.
You might also begin with suggestions that are ready to utilise.
Make the development of conversational AI bots easier and improve them with Amazon Q in Connect: Amazon Lex-powered conversational AI bots may be created, edited, and managed just within the Amazon Connect web interface. Amazon Q in Connect, a generative AI-powered customer support assistant, can now be used to improve these bots. In addition to helping contact center personnel with suggested answers and actions, Amazon Q in Connect now facilitates end-customer self-service engagements via digital and interactive voice response (IVR) channels.
Through the use of large language models (LLMs), this integration offers sophisticated conversational capabilities that go beyond standard speech and chatbot Amazon Lex capabilities. When customer enquiries don’t fit predetermined intentions, the system intelligently explores specified knowledge bases, customer data, online content, and third-party application data to provide answers. For their instance, administrators can create custom guardrails that limit response creation and track Amazon Q’s performance in Connect.
Automated assessments driven by generative AI: Supervisors can use generative AI to automatically assess up to 100% of contacts.
Contact categorisation enabled by generative AI: Enhances current semantic match functionality with natural language intents.
Better tools and interfaces
Improved monitoring and administration tools for bots, making it easier to create and optimize automated experiences.
In addition to the current Amazon Connect channels voice, SMS, chat, and Apple Messages for Business customers may also receive help via WhatsApp Business messaging with Amazon Connects native integration with WhatsApp Business messaging. Businesses may now meet clients on their preferred communication channel while maintaining consistent service delivery and administration within the Amazon Connect application with this update to the omnichannel capabilities of Amazon Connect.
Dashboards for Contact Lens conversational AI bots: Provides data to track the effectiveness of your Amazon Connect conversational AI bots.
Self-service voice recording (IVR) and contact information interaction logs offers thorough logs of encounters with self-service, including audio recordings.
Better intraday projections: These forecasts can be compared to those that have already been released.
Amazon Connect with Salesforce Contact Centre (Preview) natively incorporates Salesforce’s customer relationship management (CRM) system with Amazon Connect’s digital channels and uniform routing. By automatically routing calls, chats, and cases to the proper self-service or agent engagement, this new technology enables businesses to leverage a single routing and workflow system for both Amazon Connect and Salesforce channels. Join the preview by registering if you’re interested.
Improved chat security
New capabilities that allow for the safe handling of sensitive data while improving security and compliance in chat conversations.
Sensitive customer data collection in chats: Amazon Connect chat and messaging now offers a data privacy option that makes it possible to handle sensitive customer data securely while a chat is taking place. This feature encourages adherence to data protection laws by safeguarding payment card industry (PCI) data and personally identifiable information (PII).
Principal advantages
Amazon Connect’s most recent features combine improved security, generative AI, and simplified bot management to assist businesses:
Change the customer experience: Amazon Connect uses AI-powered segmentation to improve customer interactions and make customised engagement tactics possible. By reaching clients on their preferred channel, the new WhatsApp Business messaging enhances omnichannel support capabilities. Furthermore, self-service resolution rates are improved by sophisticated bot capabilities, such as Amazon Q in Connect, which result in more effective customer experiences.
Improve operations and security: Contact centres can now retain operational efficiency while fortifying their security posture with PCI-compliant chat conversations. While the streamlined bot administration interface removes the need for specialized knowledge, custom AI guardrails encourage the creation of suitable responses. Comprehensive performance monitoring is made possible by analytics and forecasting capabilities, which also allow for data-driven decision-making for the best possible contact centre operations.
Cost and accessibility: All AWS regions that support Amazon Connect now offer these functionalities. Go to Amazon Connect Pricing to see prices. Consult the Amazon Connect documentation for implementation assistance.
Amazon Q in Connect pricing
A pay-as-you-go cloud contact center is Amazon Connect. You just pay for what you use, and there are no upfront licence fees, long-term obligations, or minimum monthly rates. Additionally, price is not determined by maintenance, agent seats, or peak capacity.
You can try Amazon Q in Connect for self-service use cases no charge until March 31, 2025.
Pricing | Price |
Chat – per message | $0.0025 |
Voice – per minute | $0.018 |
A generative AI assistant for customer support, Amazon Q in Connect offers both agent support and end-user self-service. The cost of each chat message delivered or received by Amazon Q in Connect for end-user self-service is $0.0025. In a similar vein, each voice minute with Q in Connect activated costs $0.018. You are charged for the entire self-service period if you use Amazon Q in Connect during a contact’s self-service phase. While creating or modifying self-service experiences via Amazon Connect is free, using Amazon Lex will incur additional fees.