Amazon has just given its AI assistant, Q, a major upgrade, making life a lot easier for call center employees!
Originally debuted at the AWS re:Invent conference in Las Vegas back in November 2023, Q is now equipped with real-time, step-by-step guides tailored to address specific customer issues.
Michael Wallace, Solutions Architecture Leader for Customer Experience at AWS, explained that the new update to Q in Connect, Amazon's cloud platform for call centers, tackles the problem of agents having to navigate multiple tools and screens. “It’s frustrating for them having to click through so many applications,” Wallace told VentureBeat.
Q in Connect aims to eliminate this “toggle tax,” which can extend call times, decrease customer satisfaction, and make the job more tedious for customer service agents. The system listens to customer calls in real time, identifies the task at hand, and then automatically pulls up relevant guides and applications on the agent’s screen.
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Imagine a customer calling to open a retirement account. Instead of putting the call on hold to gather information, the agent receives a set of recommended actions from Q. This means no more screen-switching or putting the customer on hold—Q handles all the information retrieval across applications.
Call centers in the Asia Pacific, the US, Europe, and Canada will be the first to access these new updates. And this is just the beginning! Wallace hinted at even more generative AI features coming to contact centers, including a concept called the “self-healing contact center” that uses AI to make real-time decisions and handle traffic spikes.
Initially pitched as a rival to Microsoft’s Copilot and OpenAI’s ChatGPT, Q has evolved into a robust tool for enterprise workers, offering knowledge and data in conversational formats. Amazon Web Services (AWS) has also updated its older AI assistant, Amazon Connect Wisdom, transforming it into Amazon Q in Connect.
In addition to these updates, AWS has been enhancing its contact center offerings with AI for some time. In 2022, they added AI-powered case management systems to Connect, allowing agents to track chats and tasks more efficiently.
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