Today, Amazon Connect is introducing a set of new features that enable businesses to enhance their contact center operations through generative AI, advanced security features, and streamlined bot management. These innovations help businesses deliver better customer experiences by creating more time and space for meaningful relationships while maintaining security and compliance.
Contact center managers are constantly faced with the challenge of optimizing self-service resolution rates, efficiently evaluating agent performance, and maintaining data privacy compliance. Additionally, creating and managing conversational AI experiences often requires specialized knowledge and complex integrations across multiple services.
To address these challenges, Amazon Connect offers generative AI-powered customer segmentation for targeted campaigns, native WhatsApp Business messaging for omnichannel support, and secure collection of sensitive customer data during chat interactions. , we introduced important features such as simplified conversational AI bot management in the Amazon Connect interface. , new enhancements to Amazon Q in Connect. Amazon Connect also adds new analytics capabilities through Amazon Connect Contact Lens to help you optimize bot performance and contact center operations.
Introducing new features that help you create more personalized and efficient customer experiences while maintaining the highest standards of data security and operational excellence.
Features powered by generative AI
Amazon Connect integrates new generative AI capabilities to automate and enhance customer interactions, enabling smarter targeting and more efficient contact center management.
Generative AI Segmentation and Trigger-Based Campaigns – Use conversational prompts to create customer segments with generative AI-powered assistance. This allows businesses to create accurate customer segments using natural language descriptions, making it easier to identify and reach specific customer groups. Triggered campaigns allow organizations to communicate with customers based on specific customer events, such as cart abandonment.
You can also start with ready-to-use suggestions.
Simplify and power your conversational AI bot creation with Amazon Q in Connect – Create, edit, and manage conversational AI bots powered by Amazon Lex directly within the Amazon Connect web interface. Now you can power these bots with Amazon Q in Connect, a generative AI-powered assistant for customer service. In addition to helping contact center agents with recommended responses and actions, Amazon Q in Connect now supports self-service interactions for end customers across interactive voice response (IVR) and digital channels.
This integration goes beyond traditional voice and chatbot Amazon Lex capabilities by providing advanced conversational capabilities through large-scale language models (LLMs). The system intelligently searches configured knowledge bases, customer information, web content, and third-party application data to respond to customer questions that do not match predefined intent. Administrators can set custom guardrails on their instances, define response generation limits, and monitor Amazon Q with Connect performance.
Automated assessments powered by generative AI: Supervisors can automatically assess up to 100% of contacts using generative AI.
Contact classification powered by generative AI: Improve existing semantic matching capabilities using natural language intents.
Improved interface and tools
Improved bot management and monitoring capabilities to simplify the creation and optimization of automated experiences.
Amazon Connect for WhatsApp Business Messaging – Natively integrated with WhatsApp Business Messaging, customers can receive support through WhatsApp in addition to existing Amazon Connect channels such as voice, SMS, chat, and Apple Messages for Business. Masu. This addition to Amazon Connect Omnichannel functionality enables businesses to respond to customers on their preferred communication channel while maintaining consistent service delivery and management within the Amazon Connect application.
Contact Lens Conversational AI Bot Dashboard – Provides analytics to monitor the performance of conversational AI bots built on Amazon Connect.
Self-service voice (IVR) recordings and interaction logs for contact details – Provides a comprehensive record of self-service interactions, including voice recordings.
Intraday Forecast Improvements – You will now be able to compare intraday forecasts with previously published forecasts.
Salesforce Contact Center with Amazon Connect (preview) – Natively integrates Amazon Connect’s digital channels and unified routing into your Salesforce customer relationship management (CRM) system. This new service allows businesses to use a single routing and workflow system for both Amazon Connect and Salesforce channels, intelligently directing calls, chats, and cases to the appropriate self-service or agent interaction. If you’re interested, sign up to take part in the preview.
Enhanced chat security
A new feature that strengthens security and compliance in chat interactions and allows you to safely handle confidential information.
Collecting Sensitive Customer Data in Chat – Amazon Connect Chat and Messaging now includes data privacy options that allow you to securely handle sensitive customer information during chat interactions. This feature protects personally identifiable information (PII) and payment card industry (PCI) data and facilitates compliance with data protection regulations.
Main benefits
Amazon Connect’s latest features combine generative AI, enhanced security, and streamlined bot management to help businesses:
Transforming the customer experience – Amazon Connect improves customer interactions through AI-powered segmentation and enables personalized engagement strategies. New WhatsApp Business Messaging expands omnichannel support capabilities to meet customers on their preferred channel. Additionally, Connect’s advanced bot capabilities, such as Amazon Q, improve self-service resolution rates and provide a more efficient customer experience.
Enhanced security and operations – Contact centers can now strengthen their security posture with PCI-compliant chat interactions while maintaining operational efficiency. Custom AI guardrails help generate appropriate responses, and a simplified bot management interface eliminates the need for specialized knowledge. Analytical and predictive capabilities enable comprehensive performance monitoring and data-driven decision-making for optimal contact center operations.
Pricing and Availability – These features are currently available in all AWS Regions where Amazon Connect is supported. For pricing information, see Amazon Connect Pricing. For implementation guidance, see the Amazon Connect documentation.
— Eli
