Case Study: Amazon Connect achieves faster, more personalized customer support with Claude

Amazon Q in Connect transforms customer service for agents and customers with Claude

Amazon Connect, a cloud contact center service that is part of AWS, faced challenges in customer service. Their support agents needed help efficiently managing complex customer requests, and end-customers often experienced long wait times for answers. To address this, Amazon Connect partnered with Anthropic to integrate its AI, Claude, to power a new feature called Amazon Q in Connect.

The solution leveraged Claude to provide real-time AI assistance for agents and instant self-service for customers. For agents, Claude automated information searches and suggested responses. For customers, it enabled natural, conversational support in 61 languages without extra training. A measurable result was achieved by a customer, Orbit, which realized 10-15% time savings on every customer contact. The implementation by Anthropic transformed support, making it more efficient for both agents and customers.

Amazon Connect

Jack Hutton

Product Manager