Amazon Connect AI to Live Agent Handoff Implementation
zeb · Customer Service
Certification per AWS Marketplace.
Evidence tier Source Confirmed · 4 captures on record
What the publisher says
As described on AWS Marketplace.
Make your AI smarter by knowing when to hand off.
zeb helps organizations implement AI-to-agent handoff capabilities within Amazon Connect that preserve context, reduce frustration, and empower agents to take over with full awareness of the customer’s journey.
Show the rest of the publisher’s description (17 more lines)
By combining conversational AI tools like Amazon Lex and Amazon Q with optimized routing strategies and a Unified Agent Workspace, we ensure your virtual assistants and human agents work together to deliver a consistent and effective customer experience.
#### What’s Included
- **Conversation Design and Escalation Triggers**
Define business rules and language cues that determine when a call or chat should be escalated from a bot to a live agent.
- **Context Capture and Metadata Handoff**
Capture and transfer customer inputs, bot interactions, intent data, and sentiment to agents using Amazon Connect contact attributes.
- **Unified Agent Workspace Integration**
Ensure escalated sessions appear with full interaction history and relevant knowledge suggestions powered by Amazon Q.
- **Custom Routing and Queue Configuration**
Route escalated contacts to the right agent queue based on bot output, customer type, or business rules.
- **Testing, Tuning, and Training**
Simulate interactions to fine-tune escalation logic and ensure agents are trained to respond effectively with the provided context.
#### Why zeb?
- Experts in Amazon Lex, Q, and contact routing strategy
- Proven success in implementing AI and agent collaboration across industries
- Focused on reducing handle time and increasing customer satisfaction
With zeb, your virtual agents know when to step back and let your human experts step in.
Highlights
Highlighted by the publisher on AWS Marketplace.
Intelligent bot-to-agent handoff with full interaction context.
Reduces customer frustration and improves agent response time.
Enables smooth transitions using Amazon Lex, Q, and custom routing.
Agent build and provenance
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