Default AI prompts and AI agents - Amazon Connect
Default AI promptsDefault AI agents

Default AI prompts and AI agents

Amazon Q in Connect provides a set of system AI prompts and AI agents. It uses them to power the out-of-the-box Amazon Q in Connect experience.

Default AI prompts

You can't customize the default AI prompts. However, you can copy them and then use the new AI prompt as a starting point for your customizations. When you add the new AI prompt to an AI agent, it overrides the default AI prompt.

Following are the default AI prompts.

  • QinConnectAnswerGenerationPrompt: Generates an answer to a query by making use of documents and excerpts in a knowledge base. The generated solution gives the agent a concise action to take to address the customer's intent.

    The query is generated by using the Query reformulation AI prompt.

  • QinConnectIntentLabelingGenerationPrompt: Analyzes utterances between the agent and customer to identify and summarizes the customer's intents. The generated solution gives the agent the list of intents in Amazon Q in Connect widget in the agent workspace so the agent can select them.

  • QinConnectQueryReformulationPrompt: Uses the transcript of the conversation between the agent and customer to search the knowledge base for relevant articles to help solve the customer's issue. Summarizes the issue the customer is facing, and includes key utterances.

  • QinConnectSelfServicePreProcessingPrompt: Determines what it should be doing in self-service. For example, having a conversation, completing a task, or answering a question? If it's "answering a question," then it hands off to QinConnectAnswerGenerationPrompt.

  • QinConnectSelfServiceAnswerGenerationPrompt: Generates an answer to a customer query by making use of documents and excerpts in a knowledge base.

    To learn more about enabling Amazon Q in Connect for self-service uses cases for both testing and production purposes, see Use generative AI-powered self-service.

  • QinConnectEmailOverviewPrompt (used by QinConnectEmailOverviewAIAgent): Analyzes and summarizes email conversations (threads).

    • Provides agents with a structured overview that includes the customer's key issues, agent responses, required next steps, and important contextual details.

    • Enables agents to obtain a quick understanding of the issue and efficiently handling of customer inquiries.

  • QinConnectEmailResponsePrompt (used by QinConnectEmailResponseAIAgent): Creates complete, professional email responses.

    • Incorporates relevant knowledge base content.

    • Maintains appropriate tone and formatting.

    • Includes proper greetings and closings.

    • Ensures accurate and helpful information is provided to address the customer's specific inquiry.

  • QinConnectEmailGenerativeAnswerPrompt (used by QinConnectEmailGenerativeAnswerAIAgent): Generates an answer to a customer email query by making use of documents and excerpts in a knowledge base.

    • Provides agents with comprehensive, properly formatted responses that include relevant citations and source references.

    • Adheres to the specified language requirements.

  • QinConnectEmailQueryReformulationPrompt (used by QinConnectEmailResponseAIAgent and QinConnectEmailGenerativeAnswerAIAgent): Analyzes email threads between customers and agents to generate precise search queries. These queries help agents find the most relevant knowledge base articles to resolve customer issues. They ensure all timelines and customer information from the transcript are included.

    After the transcript and customer details are compiled, it then it hands off to either the QinConnectEmailResponsePrompt or QinConnectEmailGenerativeAnswerPrompt.

Default AI agents

  • QinConnectAnswerRecommendationAIAgent

  • QinConnectManualSearchAIAgent

  • QinConnectSelfServiceAIAgent

  • QinConnectEmailResponseAIAgent

  • QinConnectEmailOverviewAIAgent

  • QinConnectEmailGenerativeAnswerAIAgent