AWS has released an AI-enhanced email workflows feature to automate customer service.
This feature is designed to further the Amazon Connect Email platform, utilizing built-in capabilities that enable agents to deliver quicker response times.
The workflow tool is the latest addition to AWS’s email and contact center capabilities.
Released in November 2024, Amazon Connect Email is an omnichannel support feature that enables customer service agents to respond to and divert customer emails all within the same system as voice and chat, allowing agents to handle customer queries in a single space.
The AI-enhanced email workflow tool enhances Amazon Connect Email by allowing service agents to expedite email customer service through automation capabilities.
By utilizing large language models (LLMs), these AI-powered workflows can allow Amazon Connect to analyze emails, detect customer intentions, assess potential risks or complexity from the interaction, and evaluate next steps.
After analyzing the email, the tool will provide a summary of the customer’s profile and any previous activity with the enterprise, the determined query category, and a brief rundown of the email to help tailor the response accurately.
This tool also grades the received email based on how confidently it understands the message with Amazon Bedrock API and Claude AI, factoring in clarity, tone, topics, risk assessment, and time sensitivity, while also considering whether the customer is part of any premium packages by retrieving the user’s profile.
This profile retrieval will include the customer’s current credit score, service level, and contact history to help the tool further evaluate the email score.
After this, the tool implements a two-step process, where the LLM produces binary outputs for each negative factor it recognizes, using an embedded mathematical function to ensure the calculations align with the scoring evaluation.