Amazon Web Services

Amazon Connect is introducing agentic self-service capabilities that enable AI agents to understand, reason, and take action across voice and messaging channels to automate routine and complex customer service tasks. Connect enables you to blend deterministic and agentic experiences, allowing…

Amazon Connect now supports third-party speech providers for end-customer self-service, giving you greater flexibility in how you deliver voice experiences. You can integrate Deepgram for speech-to-text and ElevenLabs for text-to-speech directly within Amazon Connect, using them together with Amazon Connect's…

AWS Marketplace customers can now receive private offers for third-party products in minutes through express private offers. This capability enables customers to access personalized pricing and terms which previously required lengthy sales discussions, thereby accelerating software procurement and reducing customer…

Amazon Connect Outbound Campaigns now supports visual journey builder, a new feature that lets you create multi-step, multi-channel customer engagements directly in the Amazon Connect console. You can design end-to-end engagement experiences that combine voice, SMS, email, and WhatsApp interactions…

Amazon Connect now allows you to automate email responses and agent routing logic using keyword and phrase conditions, helping organizations increase self-service, reduce manual handling time, and improve routing accuracy. For example, if a customer sends an email asking if…

Amazon Connect provides managers with new criteria while setting up automated evaluations, making it easier to identify relevant contacts for evaluation, and providing additional insights to automatically populate evaluation forms. For example, managers can specify that inbound contacts with no…