Amazon Q is a brand new kind of generative AI-powered assistant.
Amazon Q assists brokers with actual-time responses and beneficial actions to assist enhance buyer satisfaction and handle buyer wants sooner.
During its annual convention, the e-commerce big Amazon introduced an AI-powered chatbot known as Q for companies. This new AI chatbot from Amazon will probably be competing with OpenAI’s ChatGPT and Google’s Bard AI.
Amazon is selling Q as an revolutionary AI-powered assistant designed to answer actual-time buyer inquiries, staff’ inquiries, create content material, and perform duties using the corporate’s knowledge.
According to Amazon Web Services (AWS), Amazon Q assists brokers with actual-time responses and beneficial actions to assist enhance buyer satisfaction and handle buyer wants sooner.
“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 corporate mentioned 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,” mentioned AWS.
As per the model, Amazon Q, a brand new kind of generative AI-powered assistant that may be tailor-made for any enterprise, offers new agent help for the contact middle. Amazon Q in Connect helps perceive buyer intents and makes use of related sources of data to ship correct responses and actions for the agent to speak and resolve distinctive buyer wants, all in actual time.
For instance, Amazon Q in Connect can detect {that a} buyer is contacting a rental automobile firm to vary their reservation, generate a response for the agent to shortly talk how the corporate’s change-price insurance policies apply to this buyer, and information the agent via the steps they should replace the reservation.
By empowering brokers to deal with buyer wants throughout a broad vary of subjects with out help from supervisors, Amazon Q in Connect will increase buyer satisfaction and helps construct loyal buyer relationships, whereas decreasing agent coaching, decision occasions, and prices, the corporate mentioned.
