Amazon Connect now supports conversational analytics for email contacts, enabling contact center managers to automatically categorize emails, redact personally identifiable information (PII), and generate contact summaries. This allows you to quickly identify emerging trends, better maintain compliance by protecting sensitive…

Today, Amazon Connect announces the preview of an AI-powered assistant that enables contact center managers to get instant answers to operational questions using natural language. You can query across 150+ Amazon Connect metrics, including agent scheduling, self-service experience, and performance…

We are announcing User Preferences in Amazon Quick Suite – a new feature that gives users greater control over how Quick looks, feels, and works for them. With User Preferences, users can now customize their Chat panel layout by setting…