Use real-time recommendations from Amazon Q in Connect - Amazon Connect

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.

An article displayed in the agent workspace.

  1. The agent is on a call.

  2. The agent can ask natural-language questions.

  3. Amazon Q in Connect provides a response that the agent can share directly with the customer. For example, they can copy and paste the response into a chat, or read it over the call.

  4. Amazon Q in Connect provides more information for the agent, for example, a summary of the solution or of the next steps they should take.

  5. Amazon Q in Connect provides links to specific articles.