Amazon Q in Connect transforms customer service for agents and customers with Claude
Industry:
Software
Company size:
Large
Product:
Claude Developer Platform
Location:
North America
61 languages
supported without additional training
10-15% time savings
on every customer contact
The problem
The solution
Amazon Connect uses Claude to power their AI-driven customer service assistant, Amazon Q in Connect, that serves two critical groups: customer service agents who need real-time support to resolve complex issues, and end-customers seeking immediate self-service across voice and digital channels.
With Claude, Amazon Q in Connect:
- Empowers agents with real-time AI assistance to handle complex cases
- Provides end-customers with instant, personalized self-service options
- Supports customer service in 61 languages without additional training
- Helps customers like Orbit achieve 10-15% time savings on every contact
Meeting the needs of agents and customers
Amazon Q in Connect addresses two fundamental challenges in customer service: how to help agents efficiently handle complex support requests while maintaining quality, and how to give end-customers immediate answers without long wait times. Support teams face mounting pressure, with agents spending significant time searching through documentation and disparate applications while customers wait for answers.
"Amazon Connect has always had self-service solutions. Since day one, we've aimed to integrate AI to improve both the agent and customer experience with faster resolutions, avoiding unnecessary escalations, and resolving issues on the first contact," said Jack Hutton, Principal Product Manager for Amazon Q in Connect. While traditional AI works well for certain scenarios, more complex interactions involving language nuances and ambiguous questions can benefit from more sophisticated AI capabilities, allowing organizations to better support both their agents and customers when needed. The team needed a more sophisticated solution that could both assist agents and directly serve customers.
How Claude powers personalized support experiences
Amazon Q in Connect leverages Claude to enhance customer service:
For Agents:
- Real-time AI assistance for handling complex customer inquiries
- Automated documentation search and relevant information surfacing
- Suggested responses based on customer context and history
- Recommended actions for the agent to take
For End-Customers:
- Instant, conversational self-service options across multiple channels
- Natural language understanding to disambiguate complex customer issues
- Personalized responses and recommendations based on their history and context
- Seamless handoff to agents when needed
Shared Capabilities:
- Real-time response analysis that automatically identifies customer intent
- Multi-turn disambiguation that clarifies complex needs through dialogue
- Customizable prompt templates for unique voice, policies and workflows
Transforming experiences for agents and customers
Integrating Claude has improved support operations on both sides. "For one customer pilot, their average handle time actually increased. But this is because agents who normally would just transfer away hard contacts could now solve them," said Jack Hutton, Product Manager at Amazon Q and Connect. The impact extends beyond just handle times—businesses like Orbit have reported 10-15% time savings on every customer contact through AI-assisted support.
For end-customers seeking support, this means faster and more consistent experiences. Instead of waiting 30 minutes for answers, they receive instant, personalized responses based on their full context and history. When they do need to speak with an agent, they connect with someone better equipped to help thanks to AI assistance, avoiding transfers and repeat explanations.
Building the future of AI-powered customer service
Amazon Q in Connect is transforming customer service by handling routine inquiries while enabling human agents to focus on complex problem-solving and relationship building. "Businesses will use generative AI, Q included, to tackle ambiguous and highly-fluid self-service use cases. This enables human agents to focus on complex issues that require expertise, enhancing customer satisfaction and employee development," said Hutton.
Through this dual focus on empowering agents and serving end-customers directly, Amazon Q in Connect with Claude is transforming how businesses deliver customer service, making it more efficient and effective for everyone involved.
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