Amazon Q in Connect
Description
Staff need quick access to relevant information and guidance to efficiently respond to inquiries and make decisions.
Detailed example
GenAI customer service assistant for Real-time transcription & recommendations; automatically detects customer intent during calls and chats; provides agents with immediate, real-time generative responses and suggested actions from knowledge articles
AI / analytics pattern
Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
Automation level / stage
a) Pre-deployment – The use case is in a development or acquisition status.
Expected benefit
Faster content creation, improved consistency, reduced staff time on routine writing tasks, and enhanced quality of generated content.
Audit / financial statement impact
Not high impact: This AI system does not meet the criteria of any of the six pillars that make up High Impact AI in Memorandum M-25-21.
Controls / human review
ATO: Yes; PIA: Not publicly available
Data needed
Internal agency data and historical records relevant to the use case.