Unfortunately, traditional Contact Center knowledge management can function like a sort of guessing game. It relies on an agent’s ability to discern customer context, put together the right set of search terms, and skim the articles each search returns to find a relevant answer.

Artificial intelligence empowers contact centers to make this process more intuitive – and therefore more helpful. With AWS's generative AI technologies (Bedrock, Titan and SageMaker) add to the Contact Center platfor so agents can ask conversational questions that help deliver vital context, leading to search results that look more like actual answers, rather than a laundry list of documents and FAQs.

Each time an agent asks a question, the solution works in the background to synthesize the available data and create accurate, direct responses built on powerful large language models. Over time, this solution continues to improve through embedded feedback functions that allow agents to provide feedback on the accuracy, relevancy, and overall performance.

Together, increased data accessibility, faster answer retrieval, and focused response personalization help to deliver more intuitive experiences for your agents and memorable experiences for your customers.