Amazon Connect launches AI-powered predictive insights (Preview)

Today, Amazon Connect is launching AI-powered predictive insights that transform how businesses understand and serve their customers. This new feature set builds upon Connect's existing customer profiles, introducing five recommendation algorithms that leverage AI to analyze customer behavior patterns and interaction history. These AI-powered insights are available for both self-service and agent interactions, enabling businesses to transform all customer touchpoints – from suggesting complementary products during service calls to providing smart product discovery through intelligent chat experiences by leveraging their existing customer data within Connect Customer Profiles. Businesses can also leverage these AI-powered insights to build their Connect AI agent for specialized for sales.

The five recommendation algorithms are as follows: "Recommended for You" provides tailored suggestions based on individual user interactions patterns with any catalog; "Similar Items" uses generative AI to suggest alternative products or services; "Frequently Paired Items" powers cross-selling by identifying complementary product or service combinations, "Popular Items" surfaces top-performing product recommendations, and "Trending Now" captures real-time customer interest for timely engagement.

With Amazon Connect Customer Profiles, you only pay-as-you-go for utilized profiles. Public preview for AI-powered predictive insights is available in Europe (Frankfurt), US East (N. Virginia), Asia Pacific (Seoul), Asia Pacific (Tokyo), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central).

To learn more, visit our webpages for Customer Profiles.