Amazon Q - Agent Support

Key Benefits

Supports agents by searching through knowledgebase articles to provide supporting information for the agent or customer in SmartAgent or Amazon Workspace

Allows for real time suggested responses whilst on call.

How does it work?

While the Agent is logged into Smartagent or Amazon Workspace they can have Amazon Q running at the same time to monitor the ongoing conversation. It can respond in real-time with suggested items or articles from it’s reference knowledgebase.

This could be help with diagnostics, troubleshooting or procedural information about your products or services.

The agent can also create a unique search using the searchbar in Amazon Q if the agent wants to search for something else not already covered in the conversation.

How can I enable this?

If you are interested in enabling this feature we would recommend speaking to your Gamma representative, but we will outline some of the pre-requisites features below to help you understand the process.

Step 1 Enable Amazon Q

You will need to enable Amazon Q within your instance and enable permissions for it for your AWS instance controllers

Step 2 Link to Knowledgebase

Have an existing or create a knowledgebase for Amazon Q to use as the main data source for the knowledgebase. This can be located in Amazon S3, Microsoft SharePoint Online, Salesforce, ServiceNow, or ZenDesk.

Step 3 Integrate Amazon Q Connect Flows

You will need to integrate Amazon Q into your Amazon Connect flows - an example guide is here Flow block in Amazon Connect: Amazon Q in Connect - Amazon Connect .

If you want to enable auto-generated response from Amazon Q based on what the customer said/wrote you should add this block before the Amazon Q block. Flow block in Amazon Connect: Set recording and analytics behavior - Amazon Connect

Step 4 Integrate into SmartAgent or Amazon Workspace with a dedicated plugin

If you want the Amazon Q suggestions to appear integrated onscreen for the agent within the SmartAgent or Amazon workspace, rather than in a separate window then speak with your gamma representative.