All news with #aws tag

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 Adds MCP Support for AI Agents and Tools

🤖 Amazon Connect now supports the Model Context Protocol (MCP), enabling AI-driven customer self-service and employee assistance agents to invoke standardized tools to fetch information and perform actions during interactions. Amazon Connect offers out-of-the-box MCP tools for tasks like updating contact attributes and retrieving case information, and allows flow modules to be exposed as MCP tools so business logic is reusable across deterministic and generative workflows. Organizations can also integrate custom or third-party tools via flow modules or the Amazon Bedrock AgentCore Gateway to automate actions such as order lookups, refunds, and customer-record updates without human intervention.

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 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 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 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 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.

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 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 adds AI agent assistance and summarization

🤖 Amazon Connect now offers real-time AI agent assistance and automated contact summarization for Salesforce Contact Center with Amazon Connect (SCC-AC). The capability surfaces customer CRM records and knowledge-base articles to AI agents across voice and chat and provides agents with live transcripts and contextual recommendations. Supervisors gain enhanced call monitoring inside Salesforce, and automated post-contact summaries help agents quickly update cases, reducing administrative burden. Administrators can deploy and configure the integrated solution in minutes; it is available in all AWS Regions where Amazon Connect operates.

Amazon Route 53 Global Resolver: Secure Anycast DNS Preview

🌐Amazon announced the preview of Amazon Route 53 Global Resolver, an internet-reachable DNS resolver that offers secure, anycast-based resolution for authorized clients worldwide. It supports split DNS for public domains and Route 53 private hosted zones and integrates DNS Firewall rules to block threat categories, malicious content, and advanced DNS attacks while logging queries centrally. Global Resolver provides high availability via selection of two or more regions for anycast resolution with automatic failover, and AWS will rename the existing Route 53 Resolver to Route 53 VPC Resolver to clarify the difference.

AWS Marketplace adds Agent Mode and AI-Enhanced Search

🔎 AWS Marketplace introduced Agent mode and AI-enhanced search to speed solution discovery across 30,000+ listings. Agent mode provides a conversational procurement assistant that ingests use cases and uploaded requirements to deliver tailored recommendations and dynamic side-by-side comparisons. Users can refine results through dialogue, generate downloadable purchasing proposals, and initiate purchases directly. AI-enhanced search supplies contextual results with AI-generated summaries, adaptive categories, and AWS Specializations badges to spotlight validated partners.

AWS Partner Central Added to AWS Management Console

🔔 AWS has integrated AWS Partner Central directly into the AWS Management Console, giving Partners streamlined access to Partner Central and the AWS Marketplace Management Portal. The release includes expanded APIs to automate co-sell workflows and Marketplace operations, plus enhanced security and user management built on AWS Identity and Access Management with granular permissions and SSO. The console experience is available in all Regions and migration guidance is provided in the existing portal.

Amazon CloudWatch adds AI-guided Five Whys reports

🧭 Amazon CloudWatch launched an AI-powered incident report generator that guides teams through a Five Whys root-cause analysis using a chat-based workflow powered by Amazon Q. The feature combines human inputs and automated analysis of incident data to recommend specific remediation and prevention measures. It is available at no additional cost in multiple AWS regions. To use it, create a CloudWatch investigation, click "Incident report," then select "Guide Me" in the Five Whys section.

AWS Glue Adds Apache Iceberg-Based Materialized Views

⚡ AWS Glue now supports materialized views stored in Apache Iceberg format and managed in the AWS Glue Data Catalog. Data teams can create views with standard Spark SQL, attach a refresh schedule, and rely on automatic change detection, incremental updates, and managed compute for refresh jobs. Query engines across Athena, EMR, and AWS Glue rewrite queries to use these views, improving performance by up to 8x and lowering compute costs, while SQL tools like Redshift and SageMaker can read the Iceberg tables directly.

AWS Marketplace adds multi-product solution listings

🔗 AWS Marketplace now supports solution-centric procurement via multi-product solutions. Partners, including ISVs and System Integrators, can bundle their own software and services with products they are authorized to resell, while each component retains distinct pricing and terms. Customers gain a single point of contact for negotiation, consolidated procurement, and the ability to manage renewals and term lengths for each component independently. This capability is available across all AWS Regions that operate AWS Marketplace and supports SaaS, Server, AI Agents and Tools, Machine Learning, and Professional Services.

AWS Expands AI Competency with New Agentic AI Categories

🚀 AWS announced a major expansion of its AI Competency, validating 60 partners across three new Agentic AI categories: Agentic AI Tools, Agentic AI Applications, and Agentic AI Consulting Services. The launch includes an AI agent in AWS Partner Central to provide immediate feedback and speed specialization approvals. Validated partners demonstrate production-grade capabilities using services such as Amazon Bedrock AgentCore, Strands Agents, and Amazon SageMaker AI, and must meet AWS standards for security, reliability, and responsible AI.

AWS Clean Rooms Adds Synthetic Dataset Generation for ML

🔒 AWS now enables AWS Clean Rooms to generate privacy-enhancing synthetic datasets for training regression and classification ML models without exposing raw records. The capability de-identifies subjects in the original data and reduces the risk of models memorizing sensitive information, allowing partners to collaborate on model training while preserving privacy. Typical use cases include campaign optimization, fraud detection, and medical research.

AWS Lambda Managed Instances — Lambda on EC2, Graviton4

⚙️ AWS Lambda Managed Instances lets you run Lambda functions on Amazon EC2 instances while preserving Lambda's serverless operational model. AWS fully manages instance lifecycle tasks — including OS and runtime patching, routing, load balancing, and autoscaling — and exposes the broad EC2 instance catalog (including Graviton4 and high‑bandwidth networking). You attach functions to a configurable capacity provider via Console, APIs or IaC, and the service integrates with CloudWatch, X‑Ray and AWS Config; current Java, Node.js, Python and .NET runtimes are supported. The feature is now available in US East (N. Virginia, Ohio), US West (Oregon), Asia Pacific (Tokyo) and Europe (Ireland).

AWS Marketplace Launches Express Private Offers for Buyers

🔔 AWS Marketplace now offers express private offers, enabling customers to receive personalized pricing and contract terms for participating third-party products in minutes. The AI-powered workflow asks a few questions about purchase requirements and contract duration, then evaluates responses against a seller's preconfigured pricing rules to generate an offer. If needs exceed those parameters, customers can be routed to sales for more tailored deals. This capability is available in all AWS Regions where the Marketplace site is supported.