Sold by: Slalom
ConnectIQ is Slalom's AI-powered intelligence layer that sits alongside Amazon Connect and your knowledge base to automatically find and fix gaps in your knowledge base so customer service reps always have the answers they need.
Overview
"ConnectIQ is Slalom's AI-powered accelerator that automatically identifies knowledge base gaps and drives content creation—helping contact centers reduce handle time, improve customer satisfaction, and make knowledge management data-driven. ConnectIQ analyzes every customer interaction to understand what topics agents are handling, scores your existing knowledge base against actual call volume, and surfaces the highest-priority content gaps so your team knows exactly what to create next.
Automatic call categorization against your support taxonomy Knowledge base coverage scoring by topic Gap prioritization ranked by call volume and customer sentiment AI-assisted article drafting from real call data Emerging topic detection before issues spike Effectiveness tracking that correlates content with handle time and resolution rates
Key AWS Services: Bedrock, Agentcore, Amazon Connect, Amazon Quick, CloudWatch. But it also has basics like Lambda, Athena, S3, DynamoDB, Polly, SNS, Kinesis"
Highlights
- Reduced Handle Time — Agents resolve issues faster when the right knowledge articles actually exist for the topics they're handling most.
- Improved Customer Satisfaction — Faster, more accurate answers mean fewer transfers, less hold time, and higher CSAT/NPS scores.
- Smarter Knowledge Investment — Stop guessing what content to create; prioritize based on real call data and customer sentiment so your knowledge team's effort drives measurable impact.
Details
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Pricing
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