AWS Announces GenAI Enhancements for Amazon Connect

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At AWS re:Invent, Amazon Web Services, Inc. (AWS), an Amazon.com, Inc. company, announced new genAI enhancements for Amazon Connect, AWS’s cloud contact centre solution. These new features will further improve customer experiences by enabling more personalised, efficient, and proactive customer service.

As a result, organisations can help significantly improve customer satisfaction through faster issue resolution and continuous contact centre optimisation, while simultaneously reducing operational costs.

• Amazon Connect now offers automated segmentation for proactive outreach, delivering personalised and timely interactions across communication channels for a single person or groups with similar characteristics.
• Amazon Q in Connect, a genAI-powered assistant for customer service, now enables organisations to create relevant, automated, and dynamic self-service experiences.
• Amazon Q in Connect features new customisable AI guardrails with robust controls over AI-generated content, enabling organisations to confidently deploy genAI in contact centers while adhering to their specific policies and safeguarding customer interactions.
• New AI-powered agent evaluations and intelligent contact categorisation tools enable customer service managers to easily spot performance trends, enhance training, and help improve overall service quality.
• Tens of thousands of AWS customers use Amazon Connect to support more than 10 million contact centre interactions every day. Frontdoor, Fujitsu, GoStudent, Priceline, Pronetx, and University of Auckland are among customers and partners using the new genAI enhancements for Amazon Connect to deliver superior customer service at a lower cost.

“With Amazon Connect, in addition to evolving customer service, we’re also fundamentally reimagining how organisations build, nurture, and sustain customer relationships,” said Pasquale DeMaio, Vice President and General Manager of Amazon Connect at AWS.

“By using genAI to improve the customer experience, Amazon Connect is paving the way for a future where every customer interaction is an opportunity to delight and foster long-term loyalty. The continuous evolution of Amazon Q in Connect is giving organisations the power and flexibility needed to handle sophisticated customer service scenarios without requiring programming expertise.”