Can Amazon Connect answer customer questions via AI LLM models?

Yes, Amazon Connect can answer customer questions using AI LLM models through Amazon Q in Connect, which is a generative AI customer service assistant. Amazon Q in Connect is specifically designed to deliver real-time recommendations and responses to help resolve customer issues quickly and accurately.

Amazon Q in Connect can be used in two key ways:

1. For agent assistance: It automatically detects customer intent during calls and chats using conversational analytics and natural language understanding (NLU), then provides agents with immediate, real-time generative responses and suggested actions. Agents can also directly query Amazon Q in Connect using natural language or keywords to answer customer requests.

2. For direct customer self-service: Amazon Q in Connect brings generative AI-powered customer service directly to end-customers, understanding each customer's history and needs to deliver personalized, human-like responses. End-customers can resolve issues through natural language conversations, receiving answers, recommendations, and step-by-step guides tailored to their needs.

Amazon Q in Connect is an LLM-enhanced evolution of Amazon Connect Wisdom that works within the Amazon Connect agent workspace. You control the data sources it uses by connecting it to your knowledge base(s), which helps ensure accurate responses and reduces the chance of hallucinations or biased material.
Sources
Use Amazon Q in Connect for generative AI–powered agent assistance in real-time - Amazon Connect
Welcome - Amazon Connect
Enabling generative AI for better customer experience can be easy with Amazon Connect | AWS Contact Center
Amazon Connect Self-Service Voice and Chatbots - Amazon Web Services

Hello,

Depending on if you want a chatbot/IVR type of feature to answer questions, you can use Lex. -> https://docs.aws.amazon.com/lexv2/latest/dg/generative-features.html

You can also use Amazon Q and fit it data to help your agents answer questions quicker as well. -> https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html

If you wanted to use OpenAI specifically, you can integrate Lambda into your Contact Flows and possibly create your own chatbot that way. There were a few articles out there with some examples.

If there is something more specific, please let me know and I'd be happy to answer.