During its annual conference, the e-commerce giant Amazon announced an AI-powered chatbot called Q for businesses. This new AI chatbot from Amazon will be competing with OpenAI’s ChatGPT and Google’s Bard AI.
Amazon is promoting Q as an innovative AI-powered assistant designed to respond to real-time customer inquiries, employees’ inquiries, create content, and carry out tasks utilizing the company’s data.
According to Amazon Web Services (AWS), Amazon Q assists agents with real-time responses and recommended actions to help improve customer satisfaction and address customer needs faster.
“Amazon Connect Contact Lens—an Amazon Connect feature that provides real-time contact center analytics and quality management— now helps identify the essential parts of call-center conversations with AI generated summaries that detect sentiment, trends, and policy compliance,” the company said in a blogpost.
“Agents play a critical role in helping organizations build customer trust and loyalty by guiding customers through complex decisions, helping customers understand policies and terms, suggesting new products and services, providing fast and accurate solutions when issues arise, and capturing a record of every customer interaction,” said AWS.
As per the brand, Amazon Q, a new type of generative AI-powered assistant that can be tailored for any business, provides new agent assistance for the contact center. Amazon Q in Connect helps understand customer intents and uses relevant sources of information to deliver accurate responses and actions for the agent to communicate and resolve unique customer needs, all in real time.
For example, Amazon Q in Connect can detect that a customer is contacting a rental car company to change their reservation, generate a response for the agent to quickly communicate how the company’s change-fee policies apply to this customer, and guide the agent through the steps they need to update the reservation.
By empowering agents to address customer needs across a broad range of topics without assistance from supervisors, Amazon Q in Connect increases customer satisfaction and helps build loyal customer relationships, while reducing agent training, resolution times, and costs, the company said.
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