Use real-time recommendations from
Amazon Q in Connect
This topic explains how agents who are using Amazon Q in Connect in the agent workspace can interact with real-time recommendations that are generated for chats. If Contact Lens is enabled, the recommendations appear for calls as well.
The recommendations point you to information related to the current conversation with the customer.
The following image shows how an article may appear in the agent workspace when you're on a call.
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The Amazon Q in Connect toggle button on the top-right can be used to toggle the expansion of the Amazon Q in Connect widget.
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Amazon Q in Connect proactively generates clickable intents to assist the customer service agent handling the contact.
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Upon choosing an intent, Amazon Q in Connect generates a solution using an appropriate source from the Knowledge Base configured for it.
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Amazon Q in Connect provides a solution with citations.
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Sources associated with the citations and other related articles are also displayed and can be clicked to dive into the Knowledge Base material.
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The agent can ask natural-language questions to receive responses on demand for Amazon Q in Connect using the input at the bottom of the widget.
