Amazon Connect now enables businesses to restrict access to specific performance evaluation forms, preventing unauthorized access to evaluation form templates and completed evaluations. Businesses can provide managers access to modify or use only the evaluation form templates that are relevant to their business line or function, improving security and making it easier for managers to […]

Amazon Connect launches real-time AI agent assistance and contact summarization for Salesforce Contact Center with Amazon Connect (SCC-AC). It enables Connect AI agents to automatically leverage customer information and knowledge base articles from Salesforce CRM for accelerated issue resolution and consistent outcomes across voice and chat interactions. When human intervention is required, the seamless integration […]

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 native speech capabilities, built-in orchestration, analytics, and compliance controls. This feature is available with Amazon […]

Amazon Connect now provides analytics and monitoring capabilities for AI agents across self-service and agent assistance experiences. With this launch, you can measure and continuously improve AI agent performance and customer outcomes through easy to customize dashboards that provide key metrics like number of AI agent led interactions, hand-off rates, conversation turns, and average handle […]

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, […]

Amazon Connect now supports message processing that intercepts and processes chat messages before they reach any participant. This new capability enables automatic redaction of sensitive data and custom message processing, helping businesses maintain compliance and security standards while delivering personalized customer experiences. The built-in sensitive data redaction can automatically detect and remove sensitive information like […]

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 a certain product is in stock, or is checking on their shipment status, an automated […]

Amazon Connect now allows you to test and simulate contact center experiences in just a few clicks, making it easy to validate workflows, self-service voice interactions, and their outcomes. For each test, you can configure the test parameters including the caller’s phone number or customer profile, the reason for the call (such as “I need […]

Amazon Connect now provides AI-powered case summaries for complete context into customer issues, reduce manual wrap-up work, and help resolve cases faster. With a single click, agents can generate a concise case summary even when the case spans multiple interactions, follow-up tasks, and teams, capturing key details such as issue background, actions taken, and next […]

Amazon Connect now allows you to bring your own Amazon Bedrock Knowledge Bases and supports multiple knowledge bases per AI agent, giving you greater flexibility in how you organize and access knowledge content for your AI agents. You can now connect your existing Bedrock Knowledge Bases directly to Amazon Connect AI agents in just a […]