AWS – Amazon Connect now provides generative AI-powered email conversation overviews and suggested responses

Amazon Connect now provides agents with generative AI-powered email conversation overviews, suggested actions, and responses. This enables agents to handle emails more efficiently, and customers to receive faster, more consistent support. For example, when a customer emails about a refund request, Amazon Connect automatically provides key details about the customer’s purchase history, recommends a refund resolution step-by-step guide, and generates an email response to help resolve the contact quickly.

To enable this feature, add the Amazon Q in Connect block to your flows before an email contact is assigned to your agent. You can customize the outputs of your email generative AI-powered assistant by adding knowledge bases and defining your prompts to guide the AI agent with generating responses that match your company’s language, tone, and policies for consistent customer service.

This new feature is available in all AWS regions where Amazon Q in Connect is available. To learn more and get started, refer to the help documentation, pricing page, or visit the Amazon Connect website.

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