Create smarter contact center experiences with the Amazon Connect assistant

This article introduces Amazon Connect's AI agent capabilities that enable contact centers to automate complex workflows and assist human agents through intelligent action-taking across integrated systems.

• AI agents access CRM, billing, ticketing, and scheduling systems via Model Context Protocol (MCP)
• Visual configuration tool allows non-technical setup of AI agent capabilities without coding
• Native integration with Amazon Connect, Customer Profiles, Cases, and Assistant APIs
• Fine-grained security controls through Security Profiles govern tool access and require confirmations
• Built-in observability tracks hand-off rates, task completion, and AI agent performance metrics
• Pre-built system agents for self-service, agent assistance, knowledge search, and case summarization
• Orchestration agents dynamically plan multi-step workflows using reasoning, not rigid decision trees
• Examples demonstrate facilities management automation and billing dispute resolution with human oversight

Amazon Connect enables organizations to build intelligent, action-oriented contact center experiences by combining AI reasoning with secure system integrations and human control over sensitive operations.