Amazon Connect Customer launches agent-to-agent collaboration

This article announces agent-to-agent collaboration support in Amazon Connect Customer, allowing specialized AI agents to collaborate during live customer interactions.

• AI agents can collaborate via open agent-to-agent (A2A) protocol using text or bidirectional voice
• Enables delegation of specialized tasks like fraud risk assessment between agents
• AWS expanded A2A protocol to support voice streaming and session continuity for customer engagement
• Unified observability and escalation controls across all agents in an interaction
• Single contact record shows agent actions, tool calls, and timing for analytics and quality management

Agent-to-agent collaboration improves customer experience by enabling seamless coordination between specialized AI agents while maintaining consistent context and unified oversight.