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Amazon Connect

AI agents that make every customer interaction better, at scale

From preventing issues to personalizing offers - handle it all end-to-end and deliver what customers actually want

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Power customer conversations across the entire journey

Anticipate every need. Deliver in every moment

From personalized offers and proactive support to instant resolutions – across voice and digital channels, wherever your customers are, around the clock. Always in context and always improving.

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One place to build. Every channel covered

Build complete conversational experiences in a single canvas without jumping between multiple tools. Balance reliability with flexibility - use defined rules where you need accuracy and compliance, or AI agents for fully automated experiences. Update and iterate without waiting on IT, and go from idea to live in weeks, not months.

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Built for trust at every touchpoint

Your customers trust you with their data - your AI should honor that. Define guardrails that keep every interaction safe and compliant, backed by enterprise-grade security, privacy safeguards, and the reliability of AWS infrastructure. Scale with confidence knowing every conversation meets your standards.

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Always know what’s working

See exactly how every interaction plays out - from first message to resolution. Track performance, test new experiences before they go live, and continuously improve based on real data. And because your AI connects to the tools and systems your business already runs on, it can take real action - not just answer questions.

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Customer stories

Air Canada's customer experience transformation soars to new heights

Learn how Air Canada transformed their contact centers and interactive voice response (IVR) systems with Amazon Connect, improving customer satisfaction while reducing call volumes by 15% and empowering agents to resolve issues faster.

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National Australia Bank

“Configuring and adjusting NAB’s legacy conversational Interactive Voice Response (IVR) was a time-consuming and inefficient exercise that always involved the vendor. Since migrating our IVR to Amazon Connect, NAB now independently runs reports identifying opportunities to improve the customer experience. We can now make changes in a timelier manner, providing constant iteration and innovation for our customers, while helping ensure all enquiries are directed to a self-service opportunity or the most appropriate banker. The IVR on NAB’s primary phone number receives around 18 million inbound calls per year. Today, thanks to the ability to continually improve our systems ourselves, 69% of those 18 million calls are directed to perform self-service transactions within the IVR, enabling 95% to be completed within channel.” - Mark Baylis, Executive Direct, National Australia Bank

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Rhythm Energy

Discover how Rhythm Energy, a Texas-based retail electricity provider, revolutionized its customer service, enhanced self-service options, and achieved significant cost savings by migrating to Amazon Connect.

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FAQs

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    Amazon Connect is tightly integrated with other AWS features out-of-the-box. Amazon Connect offers a natively integrated and scalable interactive voice response (IVR) solution by combining its telephony infrastructure with Amazon Lex for natural language understanding (NLU) and automatic speech recognition (ASR), Amazon Polly for text-to-speech (TTS), and Amazon Nova for natural voice conversations.

    Using Amazon Connect flows, a drag-and-drop workflow designer that allows businesses to create customer interactions and experiences within Amazon Connect. Flows enable you to customize workflows and logic for handling customer interactions across various channels, such as voice, chat, and messaging.

    Amazon Connect combines generative AI capabilities with deterministic functionality to create powerful conversational AI experiences. While the generative AI handles complex, open-ended interactions, the deterministic components manage specific, predefined conversational flows. This allows businesses to provide comprehensive customer service through a single solution.

    Yes, you can associate conversational AI interactions with the relevant customer record in Amazon Connect Customer Profiles. This can either be done automatically using Amazon Connect flows, or in the agent workspace, if the interaction is handed off to an agent.