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

Amazon Connect Updates

Amazon Connect now offers agents generative AI-powered email conversation overviews, suggested actions, and responses, enhancing efficiency and support consistency.

To utilize this feature, add the Amazon Q in Connect block to your flows before assigning an email contact to an agent. Customize the AI assistant's outputs by adding knowledge bases and defining prompts to align with your company's language and policies.

What to do

• Add the Amazon Q in Connect block to your flows.
• Customize the AI assistant by adding knowledge bases and defining prompts.

This feature is available in all AWS regions where Amazon Q in Connect is available. For more information, refer to the help documentation, pricing page, or visit the Amazon Connect website.