Amazon Connect now supports Model Context Protocol (MCP), enabling AI agents for end-customer self-service and employee assistance to use standardized tools for retrieving information and completing actions. With this launch, businesses can enhance their AI agents with extensible tool capabilities that improve issue resolution. For example, an AI agent can automatically look up order status, process refunds, and update customer records during a self-service interaction without requiring human intervention.
With this launch, Amazon Connect provides out-of-the-box MCP tools for common tasks such as updating contact attributes and retrieving case information. You can also use flow modules as MCP tools to reuse the same business logic across both deterministic and generative AI workflows. Additionally, you can integrate custom tools or third-party services through flow modules or the Amazon Bedrock AgentCore Gateway.
For region availability, please see the availability of Amazon Connect features by Region. To learn more about Connect’s AI agents please visit the website or see the help documentation. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.
Categories: marketing:marchitecture/business-productivity,general:products/amazon-connect,marketing:marchitecture/customer-enablement
Source: Amazon Web Services
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