Amazon Connect adds agentic self-service with Nova Sonic
🤖 Amazon Connect introduces agentic self-service capabilities that enable AI agents to understand, reason, and take action across voice and messaging channels to automate routine and complex customer-service tasks. Nova Sonic speech models deliver more natural, expressive, and adaptive voice interactions that respond to customer tone, sentiment, and pacing across languages and accents. The feature supports blending deterministic and agentic experiences, automating tasks like order lookup, refunds, and troubleshooting while allowing escalation to live agents and is commercially available in US East (N. Virginia) and US West (Oregon) in English and Spanish, with previews for French, Italian, and German.
