(legacy) Use generative AI-powered self-service with AI agents

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/generative-ai-powered-self-service.html

Published

2026-10-01

Updated

unknown

Accessed

2026-10-01

HTTP status

200

License

AWS documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Legacy self-service ships default tools QUESTION, ESCALATION, CONVERSATION, COMPLETE and FOLLOW_UP_QUESTION, and when ESCALATION is selected the contact takes the Error branch of the Get customer input block. in context
• AWS labels the generative AI-powered self-service built on the Self-service AI agent as legacy, says it is not receiving new feature updates, and recommends agentic self-service for new implementations. in context
• Legacy self-service is set up by enabling AMAZON.QinConnectIntent in the Lex bot, adding a Connect assistant block, and adding a Get customer input block that invokes the bot, optionally followed by a Check contact attributes block on the Lex session attribute Tool. in context

Cite this source record

APA

WarmTransfer. (2026, October 1). (legacy) Use generative AI-powered self-service with AI agents. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-legacy-genai-self-service

BibTeX

@misc{warmtransfer-aws-connect-legacy-genai-self-service,
  title  = {(legacy) Use generative AI-powered self-service with AI agents},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-legacy-genai-self-service},
  note   = {Amazon Web Services, accessed 2026-10-01}
}