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Amazon upgrades AI assistant Q to make call centers way more efficient
AWS updates its chatbot for contact centers, Amazon Q for Connect, with a real-time step-by-step guides for agents to answer customer calls.
Amazon debuted Q, its conversational AI assistant for enterprises, back in November 2023 at its annual AWS re:Invent conference in Las Vegas, Nevada. The human agent, instead of putting the call or chat on hold to gather the necessary information to open an account, will be given a set of recommended actions by the Q assistant. Wallace said the addition of a step-by-step guide in real-time is just one of the ways generative AI can improve how contact centers run and AWS plans to bring more of the technology to the sector.
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