Amazon Connect introduces agentic self-service with more natural, expressive, and adaptive voice interactions

Amazon Connect is introducing agentic self-service capabilities that enable AI agents to understand, reason, and take action across voice and messaging channels to automate routine and complex customer service tasks. Connect enables you to blend deterministic and agentic experiences, allowing you to deploy these AI agents at scale, reliably and safely. With integration with advanced speech models from Amazon Nova Sonic, voice self-service experiences now deliver more natural and adaptive interactions. Connect's self-service voice AI agents understand not only what customers say but how they say it, adapting voice responses to match customer tone and sentiment while maintaining natural conversational pace across multiple languages and accents. For example, when a customer calls about an order issue, your AI agent can greet them by name, ask clarifying questions, look up their order status, and process a refund, with voice interactions that adapt to the customer's tone and respond expressively throughout the conversation. This enables your contact center to automate complex troubleshooting, account management, and consultative interactions while maintaining the ability to escalate to a live representative at any point.

Nova Sonic support with Amazon Connect is available in two commercial AWS Regions: US East (N. Virginia) and US West (Oregon) and fully available in English and Spanish and in preview for French, Italian, and German. To learn more about this feature see the Amazon Connect Administrator Guide and Amazon Connect pricing page. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.