Blog

Amazon Connect is evolving fast in 2025, with a major push into generative AI and agentic capabilities. Our roundup of recent analyst and press coverage breaks down the key themes, what they mean for your support strategy, and why an agile AI layer might be a smarter alternative.

Thinking about Amazon Q in Connect for your contact center? Our 2025 guide breaks down the latest updates, features, setup challenges, and confusing pricing models.

Struggling to manage your team's shared inbox? This guide breaks down how to assign conversations to teammates and teams, from simple manual handoffs to advanced, AI-powered routing that saves time and prevents duplicate work.

Is your team still manually assigning support tickets? Learn about automatic ticket assignment to agents within a group, from simple round-robin to AI-driven triage, and find the best method to boost your team's efficiency and balance workloads.

Tired of manually routing and prioritizing new tickets? This step-by-step guide provides practical automation rules examples for ticket creation, helping you streamline your support workflow from day one. Learn the basics of rule-based automation and discover how AI can take your efficiency to the next level.

Azure's AI platform is evolving fast. We explore the recent Azure OpenAI Service changes that affect support tooling, from pricing shifts to new APIs, and show why a dedicated platform might be a smarter move.

Comparing Brave Leo vs Gemini Advanced? This guide breaks down the core features, ecosystem integrations, privacy models, and pricing of both AI assistants. Discover which tool is best for your productivity needs and when you might need a more specialized solution.

Thinking about building a support RAG pipeline with LangChain? This guide walks you through the essential steps, from data ingestion to generation, and shows why a managed platform might be your best bet.

Tired of AI projects that promise the world but deliver complexity? This guide breaks down the essential steps for building an internal AI copilot for agents that actually works, helping you choose the right tools and strategies for immediate impact.