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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
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.
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.
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.
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.
Customer stories
UC San Diego Health reimagines patient access with AI-powered scheduling
UC San Diego Health deployed Amazon Connect AI agents to transform appointment management across voice, chat, and WhatsApp Business messaging – giving patients the ability to self-verify and schedule without staff intervention. The results: over 300,000 staff hours saved, an 82% patient self-verification rate, and a 50% reduction in call abandonment.
NatWest transforms customer experience with real-time AI agent assistance
Learn how NatWest deployed AI Agents with Amazon Connect to deliver real-time assistance and intelligent knowledge retrieval across their contact center, improving response quality, reducing handle time, and sharing key learnings on scaling generative AI in financial services.
Anthology reimagines student support with AI-powered self-service
Anthology deployed Amazon Connect's AI-powered chat assistant to transform how students resolve routine inquiries - enabling instant, 24/7 self-service for financial aid status, enrollment questions, and more, without waiting for a live agent. The result: faster resolutions for students, and staff freed to focus on the moments that need a human touch.
FAQs
Open allFor more information, see Amazon Connect.
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.
For latest region availability, see Amazon Connect feature availability by region.