Connect LabAmazon Connect study

Agent assist and agentic AI

Turn on assist only where you can show the source

Learn it in 5 minutes

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About five minutes of reading

A generated sentence without a cited article is not knowledge. It is a guess in the agent's ear.

You create a domain, a knowledge base, and content. Defaults are 5 assistants, 10 knowledge bases, and 5,000 content items. The Connect assistant block attaches the domain to the contact. The agent sees recommendations in the workspace.

If the content is wrong, the recommendation is wrong. Put an owner and a review date on each article.

  • Quick responses and message templates have their own quotas.
  • Real-time recommendations need the analytics path enabled for that contact.
  • Do not paste customer secrets into a knowledge article.
  • Test with a question the article answers and a question it does not. The second test matters more.

Number on this page: Assistants 5. Default, not adjustable in the quota table

Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.

Visual

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Turn on assist only where you can show the source
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

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  1. Curate. Articles with owners.
  2. Attach. Connect assistant block.
  3. Ask. A question you can cite.
  4. Refuse. When no article matches.

What usually goes wrong: Enabling generative answers on an empty or stale knowledge base.

Quiz

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Question 1

Which term matches this description? The control that keeps a generated answer inside the knowledge you provided. If you cannot show the source article, do not treat the answer as a fact.

Show the cited answer

The control that keeps a generated answer inside the knowledge you provided. If you cannot show the source article, do not treat the answer as a fact. The term is Guardrail.

confirm Agent assist. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home.

Question 2

Which term matches this description? The content agent assist searches. Default quota is 10 knowledge bases and 5000 content items each.

Show the cited answer

The content agent assist searches. Default quota is 10 knowledge bases and 5000 content items each. The term is Knowledge base.

Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? The 2023 name for generative assistance. The admin guide renamed it agent assist on 4 Aug 2026. IAM still shows the wisdom prefix.

Show the cited answer

The 2023 name for generative assistance. The admin guide renamed it agent assist on 4 Aug 2026. IAM still shows the wisdom prefix. The term is Amazon Q in Connect.

Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

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Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

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Glossary

  • Agent assist The 4 Aug 2026 name for the feature previously called Amazon Q in Connect, which itself included Wisdom.
  • Amazon Q in Connect The 2023 name for generative assistance. The admin guide renamed it agent assist on 4 Aug 2026. IAM still shows the wisdom prefix.
  • Wisdom The 2020 preview name for agent search and recommendations. Folded into Amazon Q in Connect on 28 Nov 2023.
  • Connect assistant block Associates an AI agents domain with the contact so recommendations can run.

Mind map

Open the Agent assist and agentic AI mind map

Sister technologies

The names changed in 2023 and again in 2026. The IAM prefix and the block you configure did not move in lockstep.

Config and troubleshooting

Enabling generative answers on an empty or stale knowledge base.

Agent assist still uses the wisdom IAM prefix. The instance attribute ContactLens is the switch this campus can show in a template. The assistant domain is associated after the instance exists.

CfnInstance AWS::Connect::Instance

CloudFormation study snippet
Resources:
  CampusInstance:
    Type: AWS::Connect::Instance
    Properties:
      IdentityManagementType: SAML
      InstanceAlias: campus-demo
      Attributes:
        InboundCalls: true
        OutboundCalls: true
        ContactflowLogs: true
        ContactLens: true

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

sources.json