Over the past few years, Amazon Connect expanded into generative- and then agentic AI-powered capabilities. For example, at AWS re:Invent 2025, Amazon Connect announced 29 agentic AI features ...

For example, Amazon Q in Connect can detect that a customer is contacting a rental car company to change their reservation, generate a response for the agent to quickly communicate how the company’s ...

The system is set up, but it’s not being used by the staff.”“Just before the production cutover, another department put a ...

It has been just under a decade since Amazon Web Services Inc. launched Amazon Connect, taking its own internal contact center-as-a-service solution and commercialized it. At the time, there were many ...