AWS Launches AI-Powered Email Assistant for Customer Service Teams

Amazon Connect has rolled out a new generative AI feature that automatically creates email conversation summaries, suggests responses, and recommends actions for customer service agents. This update aims to help support teams handle customer emails more efficiently while delivering faster, more consistent service.

Key Features of the New AI Email Assistant

The AI-powered tool provides three main capabilities:

• Smart Email Summaries – Automatically analyzes incoming customer emails and provides key conversation overviews
• Suggested Actions – Recommends next steps based on the customer's request and history
• AI-Generated Responses – Creates draft email replies that agents can customize and send

For example, when a customer emails about a refund request, the system automatically pulls relevant purchase history details, suggests a step-by-step refund process, and generates a personalized response draft.

How to Enable the Feature

To activate this functionality, businesses need to add the Amazon Q in Connect block to their email workflows before contacts reach agents. Companies can customize the AI assistant by adding their own knowledge bases and creating custom prompts that align with their brand voice, policies, and customer service standards.

Availability and Next Steps

The feature is now available in all AWS regions where Amazon Q in Connect operates. Customer service teams looking to streamline their email operations can explore implementation through AWS's documentation and pricing information.

This launch represents Amazon's continued investment in AI-driven customer service tools, potentially helping businesses reduce response times and improve service consistency across email communications.

🔗 Read the full announcement on AWS