Amazon Connect launches prompt customizations for Amazon Q in Connect

Amazon Q in Connect, a generative-AI powered assistant for contact center agents, now enables contact center supervisors to pre-configure LLM prompts to match your company's brand and business guidelines. Supervisors can tailor prompts to change Amazon Q in Connect's tone and behavior to incorporate specific company phrases, follow language guidelines, and designate certain "fixed" responses for situations requiring absolute consistency. For example, when a customer contacts a healthcare insurance provider, Amazon Q in Connect can be customized to be sensitive for use cases such as denied claim. Agents using step-by-step guides for the claim appeals process will be provided empathetic phrasing and automated disclaimers for different types of medical advice. With Amazon Q in Connect, contact centers can empower agents to consistently represent the company's brand, reduce compliance risks, and increase customer satisfaction. For region availability, please see the availability of [Amazon Connect features by Region](https://docs.aws.amazon.com/connect/latest/adminguide/regions.html). To learn more about Amazon Q in Connect, please visit the [website](https://aws.amazon.com/connect/q/) or see the [help documentation](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html).