Amazon Connect launches generative AI for email support
📧 Amazon Connect now provides generative AI-powered email conversation overviews, suggested actions, and draft responses to help agents resolve customer emails faster and more consistently. Administrators enable the capability by adding the Amazon Q in Connect block to contact flows before an email is assigned to an agent. Outputs can be customized with knowledge bases and tailored prompts to align responses with company tone and policies. The feature is available in all regions where Amazon Q in Connect is offered.
