In the future, agents will be able to benefit from Amazon Q’s presence from the moment they make a call, using generative AI to provide agents with recommended answers and actions in real-time based on the customer’s questions, resulting in faster and more accurate customer support.
For example, Amazon Q in Connect could access relevant information sources to see that a customer is contacting a car rental company to change their reservation, generating a response so the agent can quickly communicate how the company’s change fee policy affects this customer applies, and guide the agent through the steps he or she needs to update the reservation.
Amazon says its tool can also ease the burden of building and deploying AI models in contact centers by allowing non-technical business leaders to set up a cloud contact center with generative AI capabilities in minutes.
“The contact center industry is poised to be fundamentally transformed by generative AI, offering customer service agents, contact center supervisors and contact center administrators new ways to deliver personalized customer experiences even more effectively. Yet, few organizations have the advanced machine learning expertise to easily deploy this technology and apply it to their operations,” said Pasquale DeMaio, vice president of Amazon Connect, AWS Applications.
“With just a few clicks, contact center leaders can leverage new capabilities, powered by generative AI in Amazon Connect, to improve the more than 15 million customer interactions handled daily on Amazon Connect.”