Amazon Connect at re:Invent 2025: Creating the future of customer experience with AI

This article announces Amazon Connect's AI-powered innovations unveiled at re:Invent 2025, focusing on combining AI efficiency with human connection for superior customer experiences.

• First-party autonomous AI agents handle routine and complex tasks across voice, chat, email, SMS, and social channels
• Model Context Protocol enables AI agents to integrate with external systems and take real-time actions
• Nova Sonic-powered agentic voices deliver natural conversations in over 30 languages
• AI agents access multiple Amazon Bedrock Knowledge Bases for accurate, enterprise-wide information
• Agentic agent assistance analyzes conversations in real-time, suggesting next steps and completing administrative tasks
• AI-powered case summaries automatically capture key details and action items during interactions
• Persona-based workspaces provide tailored interfaces for different roles without technical expertise
• AI-powered predictive insights analyze customer behavior to generate personalized recommendations and churn predictions
• Journeys capabilities orchestrate multi-channel, multi-step customer experiences based on behavior
• WhatsApp support added for outbound campaigns in international markets
• AI agent evaluations assess autonomous interactions using same standards as human representatives
• Enhanced observability provides complete visibility into AI decision-making and actions
• Native testing and simulation capabilities validate experiences before production deployment

Amazon Connect transforms customer interactions through intelligent AI agents that work alongside human teams, balancing automation with personalized service at scale.