Amazon Connect Customer now provides routing step data in the analytics data lake, making it easier for customers to generate insights from routing decisions. Using the data lake, customers can leverage Amazon Athena and Amazon Quick to analyze trends, such…

AWS announces Salesforce and Zendesk data source connectors for Amazon Bedrock Managed Knowledge Base, a fully managed retrieval-augmented generation (RAG) service. Customers can now sync Salesforce knowledge articles and Zendesk articles and community posts directly into their managed knowledge base.…