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Amazon Connect Wisdom, a feature of Amazon Connect, delivers agents the information they need, reducing the time spent searching for answers. Today, knowledge articles, wikis, and FAQs are spread across separate repositories. Agents lose a lot of time trying to navigate all those different sources of information, and in the meantime, the customer waits for an answer. Amazon Connect Wisdom connects relevant knowledge repositories with built-in connectors for third-party applications like Salesforce and ServiceNow, as well as internal wikis, FAQ stores, and file shares. With Wisdom, agents can search across connected repositories to find answers and quickly resolve customer issues. In addition, Wisdom uses real-time speech analytics and natural language processing (NLP) from Contact Lens for Amazon Connect to detect customer issues during calls, and then provide agents with recommendations and answers. Wisdom provides faster issue resolution and improved customer satisfaction.
Features
- The Amazon Connect Wisdom JavaScript library (WisdomJS) gives you the power to build your own Wisdom widget
- All Amazon Connect Wisdom Agent Assistant functionality is accessible using WisdomJS
- You can manually query knowledge documents, get knowledge content, or start generating automated suggestions
- This library must be used in conjunction with amazon-connect-streams in order to utilize Amazon Connect's Chat or Task functionality
- For more advanced features, all Amazon Connect Wisdom functionality is accessible using the public API
- You can create an assistant and a knowledge base
Project Samples
