Amazon Q in Connect: GenAI Contact Center

Course details

AI stands to revolutionize the world of customer service, and contact centers are already following suit. In this course, instructor Wendy Wong shows you how to create personalized customer experience (CX) and leverage AI to understand and resolve customer inquiries using Amazon Q in Connect, the generative AI-powered assistant for customer service that delivers customers and agents the information they need to solve issues in real time quickly with ease. Transform your contact center with the power of AI using prompts in natural language to extract data insights and summarize customer calls. By the end of this course, you’ll be prepared to leverage Amazon Q in Connect to help deliver an omnichannel digital experience and increase agent productivity.

Learning objectives
Discover how to create an AI-powered contact center with Amazon Q in Connect.
Create personalized customer experience with omnichannel.
Resolve customer's enquiries with recommended suggestions.
Evaluate agent performance with Contact Lens in Amazon Connect.

Concepts

0. Introduction

01 - AI-powered contact center with Amazon Q in Connect

1. Delivering an Omni-Channel Customer Experience

02 - Build trust and loyalty with customers
03 - Contact center challenges
04 - Enable conversational AI
05 - Deliver AI-powered business outcomes
06 - Offer digital channels

2. Introduction to Amazon Connect

07 - Getting started with Amazon Connect
08 - Personalizing your call center
09 - Technical architecture
10 - Understand call intent
11 - Customization for your organization
12 - Connecting to chatbots
13 - Create a contact flow
14 - Create a custom bot

3. AI-Powered Contact Center

15 - Introduction to Amazon Q in Connect
16 - Features for contact centers
17 - Recommended actions
18 - Real-time agent responses
19 - Knowledge search for generated responses
20 - Detect customer issues
21 - Add a domain
22 - Data connectors to build your knowledge base

4. Agent Experience

23 - Personalize CX with Amazon Connect Customer Profiles
24 - Create a case in Amazon Connect
25 - Resolve calls in the Amazon Connect agent workspace
26 - Chat with data using Contact Lens for Amazon Connect
27 - Use natural language to generate responses from data
28 - Deliver AI-powered recommendations
29 - Serve customers with in-app, web, and video
30 - Connect with customers via SMS

5. Manager Experience

31 - Enhance customer experience with data insights
32 - Create a GenAI post-call summarization
33 - Evaluate agent performance with Contact Lens for Amazon Connect
34 - Forecasting and agent scheduling
35 - Build IVRs and routes with Amazon Connect flows
36 - Set up your channels
37 - Access theme reports
38 - Monitor recorded conversations

Conclusion

39 - Cleaning up resources
40 - Summarizing what you learnt
41 - Access further resources

Amazon Q in Connect: GenAI Contact Center

Authors

Wendy Wong