Amazon Web Services (AWS) said on the 2nd that it added 29 "agentic AI" features to its customer center solution Amazon Connect. The update consists of four pillars: ▲ autonomous AI agents ▲ real-time AI assistance ▲ predictive customer insights ▲ AI observability tools.
The biggest change is the "agentic self-service" feature, which independently performs tasks across voice and digital channels. The feature adds autonomous reasoning to rule-based systems to automate everything from simple inquiries to complex tasks. AWS applied the advanced voice model Nova Sonic to enable natural, humanlike conversations, and newly supports external engines Deepgram and ElevenLabs.
It also strengthened real-time collaboration between people and AI through the "agentic assistance" feature. By analyzing a customer's emotions and context during consultations, it suggests the next response or automatically performs document creation and repetitive tasks, helping agents focus on relationship-building and solving complex problems. In addition, an AI-based engagement feature was introduced that analyzes customer conversation data to recommend personalized products.