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Amazon Connect Customer now provides routing step data in the analytics data lake

Amazon Connect Customer now provides routing step data in the analytics data lake, making it easier for customers to generate insights from routing decisions. Using the data lake, customers can leverage Amazon Athena and Amazon Quick to analyze trends, such as contacts queued and contacts joined at each routing step, without complex data pipelines. For example, an analyst can now report on how contacts progressed through each routing step, identify where agent matching criteria were relaxed, and measure the impact of routing step configurations on wait times and agent utilization.
Routing step data is available in all AWS regions where Amazon Connect Customer data lake is offered. To learn more about Amazon Connect Customer data lake, see the Amazon Connect Customer Administrator Guide.  To learn more about Amazon Connect Customer, visit the Amazon Connect Customer website. 
Quelle: aws.amazon.com

Amazon Bedrock Managed Knowledge Base now supports Salesforce and Zendesk as native data source connectors

AWS announces Salesforce and Zendesk data source connectors for Amazon Bedrock Managed Knowledge Base, a fully managed retrieval-augmented generation (RAG) service. Customers can now sync Salesforce knowledge articles and Zendesk articles and community posts directly into their managed knowledge base.

Previously, bringing content from these platforms into Bedrock Knowledge Bases required building custom ingestion pipelines—now, you provide your instance credentials, and the connectors handle data crawling, metadata extraction, and incremental sync automatically.

These connectors make it easy to build AI agents and assistants grounded in the support and product knowledge your teams already maintain in Salesforce and Zendesk. For example, power a customer-facing support bot with up-to-date Zendesk help center articles and community answers, or build an internal sales enablement assistant that retrieves relevant Salesforce knowledge articles during deal preparation. By keeping your knowledge base in sync with these platforms, your retrieval-augmented generation applications always reflect the latest content without manual intervention.

To learn more, see Salesforce data source connector and Zendesk data source connector in the Amazon Bedrock User Guide. For more information about Amazon Bedrock Managed Knowledge Base, visit the Amazon Bedrock Knowledge Bases product page.
Quelle: aws.amazon.com