AWS’ Amazon Connect service gets new-gen AI updates

Connect provides smart recommendations after its internal engine analyzes historical and real-time data.

Amazon Q updates in Connect

AWS said that it has updated Amazon Q in Connect with the ability to help enterprises create “automated and dynamic” self-service experiences.

What that essentially means is that enterprises will be able to use Amazon Q inside Connect to create a virtual chatbot or voice-bot experience for customers, akin to agents or chatbots developed via Salesforce’s Agentforce platform or Microsoft’s autonomous bots.

In the backend, these virtual bots combine the user’s query along with background information, and historical data to formulate a response within the boundaries set by the enterprise.

In case it cannot resolve the issue, it hands the conversation to the call center agent, AWS explained in a statement.

In order to enhance the safety of these bots, AWS has added customizable AI guardrails which it claims will “provide enterprises with robust controls over AI-generated responses without the need for extensive prompt engineering.”