Overview
Amazon Connect offers real-time and asynchronous communication through SMS, chat, and messaging capabilities, including native integration with third-party messaging services such as WhatsApp Business messaging and Apple Messages for Business. With user-friendly tools, businesses can easily set up AI-powered chatbots and guided workflows for efficient self-service. Additionally, Amazon Q in Connect provides an out-of-the-box generative AI-powered virtual assistant for end-customers across channels, enabling a more effective and personalized experience. If additional support is needed, agents receive full context from previous interactions, ensuring a seamless transition from self-service to human assistance.
Engage with customers on their terms
Customers can reach out to your company through chat, SMS, or third-party messaging through any website or application. Conversations can occur in real time or asynchronously, so customers can get their questions answered quickly, easily pick up a conversation where they left off, or find their answer through self-service without waiting for an agent.
Lower costs and increase agent productivity
Enables contact centers to lower costs by directing more customers towards self-service options. Agents can simultaneously handle multiple customers, increasing their productivity. Amazon Q in Connect enhances self-service and agent efficiency with generative AI-powered assistance across channels, providing automated responses and recommended actions.
Get started quickly with out-of-the-box features
Setup SMS, configure communication widgets, create step-by-step guides in chat, and add AI-powered chatbots to your contact center in just a few clicks. Amazon Connect makes it simple to set up messaging channels and integrate them into your existing contact center workflows.
Messaging customers
Capabilities
Mobile and web chat
Amazon Connect enables you to seamlessly integrate customizable chat experiences into your iOS and Android apps and websites, with options to add AI-powered self-service chatbots for enhanced customer support on-the-go or online.
SMS
Amazon Connect SMS makes it easy to add SMS (Short Message Service) as a communication channel to your contact center.
Native and third-party messaging integrations
Amazon Connect offers native integration with WhatsApp Business messaging, Apple Messages for Business and can seamlessly integrate with other third-party messaging apps, such as Facebook Messenger and more.
Out-of-the-box communication widget
Easily embed and customize communications into your website with the Amazon Connect communication widget. Use Amazon Connect’s open-source JavaScript library, or build your own UI using Amazon Connect’s APIs. Widgets can be customized with your logo, colors, fonts, and system messages. You can also programmatically configure the size of the widget and launch options such as custom buttons and hyperlinks.
Integrated chatbots for self-service
Create conversational and multilingual chatbots directly in Amazon Connect for efficient self-service. Enhance these experiences using generative AI with Amazon Q in Connect. If additional assistance is needed, seamlessly transition to human agents with full conversation context preserved.
Chat experiences using step-by-step guides
Use Amazon Connect step-by-step guides to proactively offer self- serve chat and post-chat experiences to your customers to help resolve their issues faster and improve the customer experience. If agent assistance is needed, customers are passed through seamlessly and agents can continue the guided workflow in the Amazon Connect agent workspace.
Customer experience designer
Design the messaging experience with Amazon Connect’s drag and drop workflow designer. Seamlessly pass customer attributes, use customer input, or integrate with third-party apps to personalize the messaging experience. Build once and deploy across voice and messaging for consistent omnichannel experiences.
Rich interactive messaging
Agents and customers can use rich text formatting, such as bold, italics, hyperlinks, bulleted lists, and numbered lists, when composing chat messages. Agents and customers can safely attach files to chat messages. This can be useful for sharing documents, images, or other types of files.
Persistent chat
With persistent chat, customers can resume previous conversations with the context, metadata, and transcripts carried forward. Customers don't need to repeat themselves when they return to a chat, and agents have access to the entire conversation history.
Message streaming APIs
Support use cases such as building integrations with third-party messaging applications (e.g., WhatsApp, Facebook Messenger, Google Business Messages), enabling mobile push notifications, and creating analytics dashboards to monitor and track chat message activity.
Agent assist
Amazon Q in Connect provides generative AI-powered recommended responses, actions, and information to your agents based on chat dialogue, customer information, and your
knowledge base. Managers also have the option to generate pre-approved responses that agents can access in the message editor, either through a search function or by using shortcut keys. This enables agents to provide quick, personalized, and high-quality responses.
Messaging analytics
Amazon Connect Contact Lens provides a suite of tools for contact center analytics and quality management. Monitor and enhance contact quality and agent performance with features like conversational analytics, real-time alerts for chat intervention, and sensitive data redaction from chat transcripts.