AWS’ contact center suite, Amazon Connect, recently received several new updates with AI functionality. These include support for third-party applications, GenAI features for Amazon Connect Contact Lens and no-code features for Amazon Connect Chat.
Amazon Connect also gets support for third-party application integration with the arrival of various updates. This allows companies to integrate their existing applications such as CRM or order management tools directly into their agents’ Connect work environment.
The feature had been in preview since October 2023 and support was also added last December. The first newly supported third-party apps are those from Tech See, Verint, Joulica and Neuraflash. Other apps will follow at a later stage.
GenAI features
In addition to third-party application integration, Amazon Connect Contact Lens has now gained GenAI features. These features allow businesses to get short summaries of the entire conversation after a contact.
To do this, the feature monitors contact quality and agent performance and provides insights into how the entire interaction went, including contextual insights. The summaries should help executives determine the quality and performance of their various agents for evaluation purposes. This is based on analyses of the conversations these agents have with customers.
Another new feature within Amazon Connect Contact Lens using GenAI is to provide fully automated information about the performance of multiple agents over an extended period of time. This is done based on analysis of the conversations these agents have with customers.
The GenAI functionality is based on LLMs from Amazon Bedrock.
Guides to chat environment
In addition, AWS is introducing new no-code self-service functionality for the Amazon Connect Chat component. It allows companies to create guides that can be used to solve customer problems.
Amazon Connect Chat users are given a drag-and-drop interface that allows them to create these “guides” step by step. The guides then help agents solve specific customer problems via a predetermined roadmap.
At the end of the entire interaction with a customer, the new feature also allows all contextual information to be saved. All features are now available in a wide range of AWS regions, but these may still vary for each feature.
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