Enabling generative AI for better customer experience can be easy with Amazon Connect

This article discusses how generative AI can be easily enabled in Amazon Connect to enhance customer experience. It covers the different layers of the generative AI technology stack on AWS and how Amazon Connect's built-in generative AI capabilities make it simple to leverage this technology for contact centers.

Specifically, the article covers:

• The three layers of the generative AI stack: applications that leverage foundation models, tools to build with foundation models/LLMs, and infrastructure for model training/inference.
• How generative AI can create agent efficiencies using Amazon Q in Connect to provide agents with suggested responses and actions.
• Using generative AI for analytics and quality monitoring, such as post-contact summaries and AI-powered evaluations in Amazon Connect Contact Lens.
• Applying generative AI for personalized end-customer self-service experiences using Amazon Lex chatbots.
• The ease of enabling these generative AI features in Amazon Connect with just a few clicks, without needing to build or train models.