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Amazon Connect Wisdom provides contact center agents the information they need to quickly solve customer issues


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Amazon Connect Wisdom uses machine learning (ML) to drastically reduce the time agents spend searching for answers. Today, knowledge articles, wikis, and FAQs are spread across separate repositories and siloes. Agents lose a lot of time trying to navigate all those databases, and in the meantime, the customer waits for the answer. With Amazon Connect Wisdom, agents use ML to search across connected repositories based on phrases and questions exactly as the customer would ask them to find answers quickly. Wisdom connects to relevant knowledge repositories with built-in connectors for third-party applications like Salesforce and ServiceNow, or other internal knowledge stores to aggregate information such as frequently asked questions (FAQs), wikis, documents, and help guides.

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