Amazon Connect

Intuitive dashboard for tracking AI agent decisions and actions. Enables optimization of performance, ensures compliance, and builds trust in AI-powered experiences through visibility and reporting.

Workspace where AI agents are created, configured, and managed. Integrates customer profiles, cases, and knowledge bases to enable personalized and context-aware customer interactions.

AI agents that dynamically navigate organizational resources to find solutions and take action to resolve customer needs. They handle issues autonomously or collaborate with workforce to deliver customer experiences across multiple channels.

A conversational interface embedded in Amazon Connect Customer AI agent workspace for human agents and surfaced externally for customers. Serves as the user-facing layer through which customers and agents interact with one or more AI agents.

Enables AI agents to use standardized tools for retrieving information and completing actions. Supports out-of-the-box MCP tools for common tasks and allows customers to create new or convert existing flow modules into MCP tools.

Monitoring and analytics interface for tracking AI agent decisions, actions, performance metrics, compliance, and optimization insights.

A framework for building agentic AI solutions that enables enterprises to rapidly develop multiple autonomous agents. Cox Automotive built 17 agentic AI solutions in months using this capability.

Tools to track AI agent decisions, understand actions taken, and visualize performance through intuitive dashboards for optimization, compliance, and trust-building.

Low-code/no-code configuration tool for deploying and customizing first-party and custom AI agents at scale with Model Context Protocol (MCP) support.

An AI agent for contact centers that understands customer context, reasons about issues, and takes action to resolve customer needs. Handles both customer-facing self-service and agent-assist scenarios through natural conversation.

Case management capability within Amazon Connect Customer that allows both AI and human agents to access and manage customer cases, enabling personalized interactions based on case history.

Customer profile management feature providing unified access to customer history and preferences, enabling personalized and contextual interactions across both AI and human agent touchpoints.

An AI-powered customer service solution that integrates with Amazon Connect to improve customer support operations. Used by Toyota to reduce call handling times by 20% and by Intuit to unify support for over 100 million customers.

Integration enabling AI agents to work seamlessly with Amazon Lex for handling both complex, open-ended interactions (via agents) and predefined intents/specific conversational flows (via Lex) in self-service experiences.

Integration enabling AI agents to use standardized tools for retrieving information and completing actions, including out-of-the-box tools for contact attribute updates and case retrieval, plus custom tools via converted flow modules.

Integration between AI agents and Amazon Lex for handling predefined intents and specific conversational flows. AI agents handle complex open-ended interactions while Lex manages traditional conversational AI workflows.

A family of lightweight AI models optimized for cost-effective inference, enabling organizations like Fortinet to reduce AI inference costs while maintaining performance.

An AI assistant that connects Slack, Salesforce, Jira, and 100+ tools with reasoning across all your data to deliver solutions.

Standardized tool framework enabling AI agents in Amazon Connect Customer to retrieve information and complete actions. Includes out-of-the-box MCP tools for common tasks like updating contact attributes and retrieving case information, with ability to create custom MCP tools from flow modules.