Amazon Connect adds AI agent trace details for voice interactions
Amazon Connect now offers AI agent traces, providing detailed insights into how AI agents reason and act during customer voice interactions. This enhancement allows users to understand AI decision-making, diagnose issues, and build agentic experiences with greater confidence. The feature is available in all AWS Regions supporting Amazon Connect Customer AI Agents and is accessible via the Connect web UI alongside conversation transcripts.
- →AI agent trace details for self-service voice interactions
- →Availability and further information
Features (1) ›
- AI agent trace details for self-service voice interactions
Amazon Connect now provides AI agent traces, giving visibility into the reasoning, actions, and responses of AI agents during customer conversations. This allows for confirmation of successful handling, diagnosis of issues, and validation of AI agent behavior. The trace is available in the Connect web UI alongside the full transcript.
Notes (1) ›
- Availability and further information
This feature is available in all AWS Regions where Amazon Connect Customer AI Agents are supported. Additional details can be found in the Amazon Connect Customer Administrator Guide.
https://aws.amazon.com/about-aws/whats-new/2026/06/amazon-connect-ai-agent-traces/