Category: Artificial Intelligence

6/3/2025 update: The following sessions switched time slots, “Elevate your outbound communications with Amazon Connect data foundation” and “Unifying customer engagement: From siloed systems to intelligent omnichannel.” The schedule below contains the up-to-date session information. The customer experience landscape has entered a new era of transformation, where generative AI and intelligent automation are no longer […]

Agents are critical components of any contact center, and it is essential for organisations to provide them with the right tools for success. By supporting agents effectively, companies not only improve the agent experience but also enhance the end-customer experience. To address this need, Amazon Connect offers Amazon Q in Connect, a generative AI assistant […]

As financial institutions continue to embrace digital transformation, the reliance on traditional phone interactions to engage with corporate clients remains prevalent. For instance, in many countries, regulations mandate that banks confirm transaction details with their clients via phone (“affirmations”). The banks must also record these calls for future audits for compliance and quality assurance. These […]

Amazon Connect now delivers first-party AI across all channels, featuring ongoing support for future AI capabilities with pricing that remains tied only to your underlying channel usage rather than AI consumption.

We will introduce how generative AI contributes to VoC (Voice of Customer) analysis in contact centers, particularly focusing on the advantages of methods using the latest LLM (Large Language Model) technology and their superiority when compared to conventional approaches.

Imagine a world where every customer interaction is informed by a wealth of relevant data, where artificial intelligence (AI) knows your business, and where contact center agents are empowered to provide truly tailored service. As companies strive to deliver exceptional customer experiences, personalization has become a key differentiator. Customers expect tailored interactions that address their […]

AWS re:Invent 2024 is around the corner, and the Amazon Connect team is excited to welcome a global audience to Las Vegas December 2-6. Hear from AWS and your peers or roll up your sleeves for some hands-on learning in an exciting array of breakout sessions, chalk talks, builders’ sessions, and workshops. To learn how […]

Generative AI is delivering real customer experience (CX) results in production at enterprise scale sooner than expected.

Introduction Contact center agents face a variety of challenges when handling customer interactions. Whether it’s troubleshooting a technical issue, resolving a billing dispute, or simply providing helpful, accurate information, agents need to be effective across a wide range of topics. This often requires months, or even years, of experience becoming familiar with the various issues […]

A solid knowledge base has always been a crucial piece in effectively aiding agents in the contact center. Now with generative AI, well-structured, straightforward, and up-to-date knowledge bases are key to support generative AI assistants like Q in Connect in easily and effectively synthesizing your content. In this blog post, you will learn about Amazon Q in Connect, how it works, and how to optimize your knowledge base to maximize impact using our generative AI capabilities.