Amazon Connect introduces agentic self-service with more natural, expressive, and adaptive voice interactions

This article announces Amazon Connect's new agentic self-service capabilities that enable AI agents to automate customer service tasks across voice and messaging channels.

• AI agents understand, reason, and take action to automate routine and complex customer service tasks
• Integration with Amazon Nova Sonic speech models delivers natural, adaptive voice interactions
• Agents understand customer tone and sentiment, adapting responses expressively
• Supports multiple languages and accents with natural conversational pace
• Agents can greet customers by name, ask clarifying questions, look up orders, and process refunds
• Enables complex troubleshooting, account management, and consultative interactions
• Seamless escalation to live representatives available at any point
• Available in US East (N. Virginia) and US West (Oregon) regions
• Fully supported in English and Spanish; preview for French, Italian, and German

Amazon Connect now offers sophisticated AI-powered self-service that handles complex customer interactions while maintaining human escalation options.