Amazon Q Generative AI Assistant that you can call via Amazon Connect

Amazon Q in Connect is designed as a generative AI customer service assistant that helps contact center agents resolve customer issues, rather than providing direct conversational AI for end-customers through phone calls. It automatically detects customer intent during calls and chats, then provides agents with real-time generative responses, suggested actions, and links to relevant documents.

For creating a freeflow conversational experience that customers can interact with directly over the phone (similar to talking to ChatGPT), you would need to use Amazon Lex in combination with Amazon Connect. Amazon Lex provides the conversational AI capabilities for building voice and text chatbots that can handle natural language conversations with customers.

Amazon Q in Connect works seamlessly with Amazon Lex, allowing you to leverage both traditional conversational AI and advanced generative AI within your customer service experiences. However, Amazon Q in Connect's primary function is to assist agents in real-time rather than replace them in direct customer conversations.

To set up what you're looking for, you would:

1. Create a Lex bot with the conversational capabilities you need
2. Integrate that bot into your Amazon Connect contact flow
3. Optionally use Amazon Q in Connect to provide your agents with AI-powered assistance when customers escalate from the bot to a live agent

The confusion you're experiencing likely stems from the fact that Amazon Q in Connect is focused on agent assistance rather than direct customer interaction. For the freeflow phone conversation experience you're describing, Amazon Lex would be the primary service to implement.
Sources
Amazon Q in Connect – AWS
Welcome - Amazon Q in Connect