Multi-KB Retrieval with Amazon Connect Customer AI Agents for Global Contact Centers

This article demonstrates how to configure Amazon Connect Customer AI Agents to query multiple knowledge bases simultaneously and return region-specific results using content tagging and dynamic filters.

• Use content-level tagging with region keys to filter documents across multiple S3-based knowledge bases
• Configure multiple Retrieve tools on a single AI agent, each pointing to a different knowledge base
• Apply dynamic override filters using {{$.Custom.region}} to pass region context from Lambda functions
• Create custom prompts that mandate simultaneous invocation of all Retrieve tools for comprehensive results
• Scale to additional knowledge bases by adding new Retrieve tools with identical tag-based filtering configuration
• Eliminates complex flow branching logic while ensuring accurate, targeted responses across domains

This architecture enables contact center agents worldwide to access accurate, region-appropriate information from disparate knowledge sources without manual flow branching or complex routing logic.