Amazon Connect launches prompt customizations for Amazon Q in Connect
Amazon Q in Connect, a generative-AI powered assistant for contact center agents, now enables contact center supervisors to pre-configure LLM prompts to match your company's brand and business guidelines. Supervisors can tailor prompts to change Amazon Q in Connect's tone and behavior to incorporate specific company phrases, follow language guidelines, and designate certain "fixed" responses for situations requiring absolute consistency. For example, when a customer contacts a healthcare insurance provider, Amazon Q in Connect can be customized to be sensitive for use cases such as denied claim. Agents using step-by-step guides for the claim appeals process will be provided empathetic phrasing and automated disclaimers for different types of medical advice. With Amazon Q in Connect, contact centers can empower agents to consistently represent the company's brand, reduce compliance risks, and increase customer satisfaction.
For region availability, please see the availability of Amazon Connect features by Region. To learn more about Amazon Q in Connect, please visit the website or see the help documentation.