Amazon Enhances AI Assistant Q to Boost Call Center Efficiency

Amazon unveiled Q, its conversational AI assistant for enterprises, at the AWS re:Invent conference in November 2023. Today, Q is receiving a significant update designed specifically for call center agents: real-time, step-by-step guides tailored to address customer inquiries effectively.

In an interview, Michael Wallace, Solutions Architecture Leader for Customer Experience at AWS, explained that this update addresses the challenges agents face when navigating multiple tools to find essential information for resolving customer issues. “When we observe contact center agents, we often see them juggling numerous tools and screens,” Wallace noted. “This inefficiency can be very frustrating."

Q in Connect aims to reduce the time agents spend switching between applications—a challenge often referred to as “toggle tax.” This problem not only extends the length of customer service calls but also diminishes customer satisfaction and adds to the workload for human agents.

The updated system listens to customer calls in real time and identifies the task at hand. It automatically displays step-by-step guides on the agent's screen, providing detailed instructions and suggested applications to resolve the issue.

For instance, if a customer calls to open a retirement account, the agent can receive a curated list of recommended actions directly from the Q assistant, eliminating the need to place the customer on hold or search multiple screens for information. This seamless integration allows agents to focus on delivering superior service without interruption.

Initially, call centers utilizing Amazon Q for Connect across the Asia Pacific, the US, Europe, and Canada will gain access to these updates.

More advancements in generative AI for contact centers are on the horizon. Wallace expressed enthusiasm for enhancing contact center operations with generative AI technologies, referring to an innovative concept called the "self-healing contact center." This technology can make real-time decisions, identify operational bottlenecks, and adapt according to predefined rules during high traffic periods.

When Amazon first launched Q, it positioned the AI assistant as a competitor to Microsoft’s Copilot and OpenAI’s ChatGPT. However, with its focus on delivering knowledge in conversational, natural language formats, Q also competes with specialized enterprise AI providers like Cohere.

Subsequently, AWS transitioned its previous AI assistant, Amazon Connect Wisdom, to Amazon Q in Connect, solidifying its commitment to enhancing the contact center experience. Available since April, Q integrates seamlessly with various AWS services.

AWS has been enhancing its contact center capabilities with AI long before the introduction of Q for Connect. In 2022, AWS introduced AI-powered case management systems within Connect, empowering agents to manage customer interactions more efficiently.