Amazon Web Services last week previewed an artificial intelligence assistant for its Amazon Connect contact center suite.
The new Amazon Connect assistant enables contact center managers to get instant answers to operational questions using natural language. They can query across more than 150 Amazon Connect metrics, including agent scheduling, self-service experience, and performance evaluations, with historical data for all of these, and receive results in seconds. The assistant can also diagnose underlying issues, such as which queues are at risk of missing service level targets, and recommend specific recovery actions.