All news with #amazon connect tag

Amazon Connect Outbound Campaigns Adds WhatsApp Support

📣 Amazon Connect Outbound Campaigns now supports WhatsApp, enabling proactive, automated messaging for appointment reminders, payment notifications, order updates, and product recommendations. Administrators can configure WhatsApp campaigns in the existing Amazon Connect interface—define target audiences, personalize message templates, schedule delivery, and apply compliance guardrails alongside SMS, voice, and email. Messages can leverage real-time customer data and include delivery and engagement tracking as well as frequency controls to maintain compliance. This capability is available in all AWS Regions that support Outbound Campaigns.

Amazon Connect Customer Profiles adds Spark SQL segments

🔍 Amazon Connect Customer Profiles now offers Beta segmentation powered by Spark SQL, enabling analysts to build sophisticated customer segments from both custom and standard profile objects. You can join objects, apply statistical functions such as percentiles, and standardize date fields for complex temporal analysis, or use the Segment AI assistant to translate natural language into Spark SQL. AI-generated queries include plain-language explanations and automatic membership estimates so you can review and validate results before deployment. These capabilities work alongside existing segmentation features and integrate with segment membership calls, Flow blocks, and Outbound Campaigns, and are available in all AWS regions where Customer Profiles is offered.

Amazon Connect adds business-controlled custom UIs

🔧 Amazon Connect now enables business users to create and use custom UIs to adjust queues, routing, and customer-experience settings in real time without technical resources. Administrators can define key configurations in data tables and expose role-specific actions through persona-based workspaces to maintain governance and security. These capabilities are available in all AWS regions where Amazon Connect is offered.

Amazon Connect adds automated criteria for evaluations

🔍 Amazon Connect introduces configurable criteria to automatically select relevant contacts for performance evaluations, helping managers target specific interactions for review. Managers can specify attributes such as inbound contacts with no connectivity issues and agent department to trigger a chosen evaluation form. New metric-driven criteria — including agent call avoidance, contact handling efficiency, and audibility — can also automatically populate evaluation fields. This capability is available in all regions where Amazon Connect is offered.

Amazon Connect adds native testing and simulation tools

🧪 Amazon Connect now provides native testing and simulation capabilities that let contact center teams validate workflows, self-service voice interactions, and outcomes in a few clicks. You can configure test parameters such as caller phone number or customer profile, call intent, expected responses, and business conditions like after-hours or full queues. Tests run concurrently at scale and return pass/fail results with the interaction path and detailed logs to accelerate diagnosis and reduce deployment risk.

Amazon Connect Outbound Adds Multi-Channel Journey Builder

📣 Amazon Web Services has added a visual journey builder to Amazon Connect Outbound Campaigns, enabling creation of multi-step, multi-channel engagement journeys directly in the console. You can orchestrate voice, SMS, email, and WhatsApp interactions and combine time- or behavior-triggered flows. Integrations with existing Connect Flows, AI capabilities, and Customer Profiles let you personalize interactions and route customers to live agents when needed. The feature is available in all AWS Regions that support Outbound Campaigns.

Amazon Connect Adds AI-Powered Case Summaries for Agents

🤖 Amazon Connect now offers AI-powered case summaries that let agents generate concise, multi-interaction case overviews with a single click. Summaries capture issue background, actions taken, follow-ups, and recommended next steps to reduce manual wrap-up and speed resolutions. Administrators can configure custom prompts and guardrails to enforce organizational style and compliance.

Amazon Connect Chat Adds Agent-Initiated Workflows

🔔 Amazon Connect Chat now supports agent-initiated workflows, allowing agents to send interactive forms and present policies or disclosures directly within an active chat so customers can provide sensitive or general information without leaving the conversation. Agents can trigger workflows at any point, making interactions more dynamic and reducing resolution time. By keeping data collection inside the chat, businesses can better preserve security and compliance controls while improving customer experience. The capability is available now in multiple AWS regions.

Amazon Connect Adds AI Agent Analytics and Monitoring

📊 Amazon Connect now delivers built‑in analytics and monitoring for AI agents across self‑service and agent assist experiences. Administrators can use customizable dashboards to track key metrics such as number of AI‑led interactions, hand‑off rates, conversation turns, and average handle time, and to compare agent versions to find optimal configurations. The release also exposes AI agent traces via APIs and enables rule‑based automation to trigger alerts or actions when conditions like low sentiment transfers occur.

Amazon Connect Adds AI Agents for Enhanced Assistance

🤖 Amazon Connect now provides AI agents that guide customer service representatives by recommending actions, retrieving information, and executing routine tasks on their behalf. These agents analyze conversation context and customer sentiment in real time to prepare documentation, calculate refunds, and initiate processes such as product returns. Organizations can choose out-of-the-box agents or customize agent behavior and actions to align with business workflows. The automation reduces agent workload, improves consistency, and lets representatives focus on complex, high-value interactions.

Amazon Connect links related contacts to cases using flows

🔗 Amazon Connect now lets agents link related contacts — including email replies, call transfers, persistent chats, and queued callbacks — to an existing case using configurable flows. By enabling follow-up contacts to attach automatically, Amazon Connect Cases removes the need for custom logic or manual linking and helps present a unified customer journey to agents. The capability is available in multiple AWS regions; see the Amazon Connect Cases documentation to get started.

Amazon Connect Agent Workspace Adds Custom Visual Themes

🎨 Amazon Connect now enables administrators to apply custom visual themes to the agent workspace, including logos, fonts, and color palettes tailored for both light and dark modes. Organizations can replace the default interface with a branded experience that aligns the workspace with other company applications, making it more familiar and intuitive for agents. A new header bar gives agents quick access to settings and their light/dark preference, which can help improve satisfaction and efficiency during long shifts.

Amazon Connect adds Bedrock knowledge base integration

📘 Amazon Connect now supports connecting existing Amazon Bedrock Knowledge Bases directly to AI agents and allows multiple knowledge bases per agent. You can attach Bedrock KBs in a few clicks with no additional setup or data duplication, and leverage Bedrock connectors such as Adobe Experience Manager, Confluence, SharePoint, and OneDrive. With multiple KBs per agent, AI agents can query several sources in parallel for more comprehensive responses. This capability is available in all AWS Regions where both services are offered.

Amazon Connect adds AI-powered predictive insights (preview)

🤖 Amazon Connect has introduced AI-powered predictive insights in public preview, adding five recommendation algorithms to its Customer Profiles. The capabilities analyze interaction history and behavior to power suggestions across self-service and agent interactions, supporting cross-sell, complementary product suggestions, and intelligent product discovery. The preview is available in multiple AWS regions and uses pay-as-you-go pricing for utilized profiles.

Amazon Connect adds automated email responses and routing

📧 Amazon Connect now supports automated email responses and routing driven by keyword and phrase conditions. Administrators can add the Get stored content block and combine it with flow constructs such as Check contact attributes and Send message to configure automated replies and routing logic. For example, common queries about product availability or shipment status can be answered without agent involvement, helping increase self‑service, reduce manual handling time, and improve routing accuracy across supported regions.

Amazon Connect adds no-code custom metric creation

📈 Amazon Connect now enables contact center supervisors to create custom metrics using a simple, no-code interface that applies mathematical operations (for example, addition, subtraction, sum, average) to existing Connect data. Nontechnical users can build tailored KPIs and immediately surface them in dashboards and via APIs without engineering support. Use cases include segmented average handle time, total agent outbound time by product, and queue performance filtered by contact type. The feature is available in all AWS regions offering Amazon Connect.

Amazon Connect Automated Evaluations for Self-Service

🔍 Amazon Connect now lets businesses automatically evaluate the quality of self-service interactions and surface aggregated insights to improve customer experience. Managers can define custom criteria and populate evaluations manually or automatically using conversational analytics and other Connect data to detect issues like repeated failures to understand customers, negative sentiment, or transfers to human agents. Insights are available in aggregate and at the individual contact level alongside recordings and transcripts to help identify opportunities to improve AI agent performance.

Amazon Connect adds message streaming for AI chats

💬 Amazon Connect now streams AI chat messages as they're generated, presenting progressive responses and status prompts such as 'One moment while I review your account.' This reduces perceived wait times and reassures customers that an AI agent is actively reasoning, invoking tools, and composing answers. The feature is available in ten AWS regions and can be integrated into existing contact flows and front-end components to improve conversational transparency and responsiveness.

Amazon Connect adds in-flight chat redaction and processing

🔒 Amazon Connect now intercepts chat messages before delivery to enable automatic sensitive-data redaction and custom message processing. The built-in redaction detects entities such as credit card and social security numbers across multiple language variants and can replace them with generic or entity-specific placeholders (e.g., [PII] or [NAME]). Businesses can also integrate custom processors for translation, profanity filtering, or other transformations to meet compliance and CX needs. The feature is available in multiple AWS regions.

Amazon Connect Adds Third-Party Speech and TTS Support

🎙️ Amazon Connect now supports integrating third-party speech providers for end-customer self-service. You can directly use Deepgram for speech-to-text and ElevenLabs for text-to-speech alongside Amazon Connect’s native speech capabilities, orchestration, analytics, and compliance controls. The feature is available with Amazon Connect unlimited AI in all commercial AWS regions. This gives contact center teams more flexibility to tailor voice experiences and choose models that fit accuracy, latency, customization, and cost priorities.