Q: Are we able to integrate multi agents with Jira SIM or other tools or be able to reroute an incorrectly routed issue to an appropriate person or team?
A: All of that is completely configurable. Jira is one of the out of the box integrations in Quick. For any custom tools that are maybe organization specific, you can connect those via MCP or other custom connectors. And your agents support all of those same action integrations. So yes, you can connect those agents. Our demo was email, you can connect other systems instead. In terms of routing incorrectly classified requests, again, that form that we created for that human user was completely in the author’s control. So if I wanted to create a third option in that dropdown which was reroute request, I could do that and design the logic of my automation that, you know, if a human comes back and says recategorize this, what are the downstream steps that the automation should take? So short answer is, yes, you can do all of the above.
Q: Are people able to have access to this workflow and if so, how could they access it?
A: Actually the workflow that we walked everyone through here today is available in the product as a sample. If you go to automations and click start building, this is the first page here where, you know, if you were starting from scratch, you can describe the process that you want to build, add a document of your process, and click generate. This uses our builder assistant to understand your process and build that out for you or you can skip and get directly into the studio. Below here is several samples. The one I walked you all through is here: multi agent customer support. You can click on it, you can see this has some prerequisites, you’ll need Outlook set up in your account. And then you can click start to open it up. There are many other samples here that you can browse as well.
Q: Is human in the loop just a task inside Amazon Quick or can it also be configured for something like SMS or Slack message or calls?
A: Today the human in the loop is designed as a task within Quick. We do have action connectors to Slack and some of those other systems that were mentioned, and so you could orchestrate that process through those specific actions, but there isn’t today a linkage between the tasks and the forms that you see within the product or if you wanted to do something outside the product, it’s sort of a different capability that you would leverage.
Q: Can you use Quick Automate to orchestrate a series of flows that you have already created with Quick Flows?
A: Today, automations cannot run flows. Flows runs under your user identity. So if you were to connect a flow to your Outlook, it would read your mailbox. Automations run under a service identity, so a non-human identity, and that’s so that you can deploy and run these at scale without a single point of failure on an individual. And so you would connect that to say, a shared customer support mailbox, for example. And so the difference in those setups means that they’re really not very compatible with each other. So if you want to build something fully unattended and autonomous with no human involvement to authenticate or connect to your systems, you’d want to rebuild some of that logic in Quick Automate using our builder assistant. If you want something that accesses your apps under your identity, your personal emails or your work emails, flows is the right one to use for that.
Q: Do we know if queue mechanism is planned in our roadmap?
A: Queue mechanism is there. So the cases that I walked through are organized by case type, so you can filter on different case types. You see this page has test cases, but if I filter on customer support, then I’ll get the ones that we walked through here today. So case type is a queue and then as you process cases, you point it to a specific type.
Q: Are mostly business users or engineers using this inside Amazon?
A: Quick Automate is geared more towards a power user persona. You don’t have to be a developer or an engineer, it’s low code in nature and the builder assistant is helpful to take your requirements and help you orchestrate that process. While flows is designed more for your day to day business user. So, definitely automate is a more advanced product, but by no means you need to be a developer or engineer.