Tag: #amazonconnect

Every day, Amazon Customer Service handles millions of customer contacts across Amazon and its subsidiaries, spanning multiple regions including North America, Europe, South Africa, and Asia Pacific. Managing contact flows at this scale across multiple Amazon Connect instances to accommodate Retail and Amazon subsidiaries required a scalable, programmatic approach. The team set out to maintain […]

Introduction The Multilingual Support Challenge In today’s global marketplace, contact centers face a critical challenge: providing exceptional customer service across multiple languages and dialects. Traditional approaches require hiring multilingual agents or creating language-specific queues, leading to: High Operational Costs: Recruiting and training multilingual agents is expensive and time-consuming Limited Scalability: Difficult to support new languages […]

Introduction The Amazon Connect Customer data lake gives contact centers a central, zero-extract, transform, and load (zero-ETL) location to query contact records, agent performance, conversational analytics, and other data types. However, enabling access requires navigating multiple AWS consoles to associate datasets, accept AWS Resource Access Manager resource shares, configure Lake Formation permissions, and create resource link tables using AWS […]

Why the breadth of your integration architecture determines the capability of your AI agent. Introduction Autonomous resolution through agentic integration is redefining how contact centers operate. Advances in AI reasoning, open integration standards, and composable service design have converged to make something previously impossible now practical: AI agents that autonomously resolve complex, multi-system customer issues […]

The integration of artificial intelligence in contact centers has revolutionized customer service, enabling faster response times, more consistent support, and enhanced agent productivity. However, with this transformation comes a critical responsibility: ensuring AI systems operate safely, ethically, and in compliance with regulatory requirements. Connect AI Agents Guardrails represents a significant advancement in responsible AI deployment […]

Platform migrations are technical events with real customer experience consequences. With Amazon Pinpoint reaching end of support on October 30, 2026, teams managing millions of customer touchpoints face an architectural question: where do we go, and how do we bring everything we’ve built with us? The migration isn’t simple. Data has dependencies. Capabilities overlap in […]

We’re Willing to Be Misunderstood  At Amazon, one of our leadership principles is Customer Obsession and sometimes that means making decisions that feel counterintuitive in the short term but deliver exponential value over time. We’re willing to be misunderstood for long periods if it means building the right foundation for our customers’ future. If you’re […]

Introduction When you publish a contact center schedule, you assume the people it affects will see it. In practice, that assumption creates operational risk. Agents miss shifts, arrive late to training sessions, or create unplanned coverage gaps because a schedule change was communicated through a bulk email or a channel post that never surfaced in […]

New no-code capabilities enable business teams to rapidly deliver sophisticated AI-powered customer experiences without engineering bottlenecks, combining the flexibility of agentic AI with the reliability enterprises demand.  NLX (nlx.ai) is joining Amazon Connect, accelerating the value customers get from Connect’s agentic AI solution. NLX brings sophisticated conversational AI capabilities, and through this acquisition, you can now deploy AI-powered customer experiences in Connect in weeks rather than months without sacrificing the control and reliability your […]

At the core of Amazon Connect, the AI-powered customer experience solution from AWS, are flows and modules – flows define the customer journey, while modules serve as reusable building blocks that streamline operations. Today, we’re announcing three new capabilities that make flows and modules more powerful, flexible, and maintainable than ever before. These enhancements address […]