Amazon Connect Customer now optimizes placement of ad-hoc activities in agent schedules, making it easier for you to schedule non-productive events while automatically minimizing impact to service level goals. For example, automatically find the optimal time within the next 2…

Amazon Connect Customer now provides schedule update notifications, making it easier for you to automatically notify agents when their schedules change. You can define rules to send email or text notifications (via EventBridge) to supervisors and agents when new schedules…

Amazon Connect Customer now supports up to 5,000 agents per schedule, making it easier for you to schedule larger business units or multiple business units that share agents (multi-skilled agents) within a single schedule. Additional scale limit updates include up…

Amazon SageMaker AI now offers multi-turn reinforcement learning (RL), a new serverless model customization technique for fine-tuning models on multi-step, agentic tasks. SageMaker AI model customization lets you adapt foundation models using techniques such as supervised fine-tuning, reinforcement learning from verifiable…