Amazon Connect Wisdom uses ML to significantly speed up your agents’ capabilities to find answers to customer questions. Wisdom lets agents search across connected repositories using key phrases and questions – exactly as the customer would ask them – for faster results. Using built-in connectors, Wisdom also enables you to join the dots between the knowledge you hold in Amazon Connect and third-party applications like Salesforce and ServiceNow, other internal wikis, FAQ stores, and file shares. Using real-time speech analytics, Wisdom can also detect customer issues during a call and provide recommendations and answers to your agents.