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AWS enhances Amazon Connect Customer with agentic AI for blended CX logic

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Amazon Connect Customer now offers new agentic self-service capabilities, blending structured business logic with generative AI for conversational experiences. These features enable contact centers to rapidly build sophisticated self-service flows that combine natural language understanding with precise policy enforcement. A no-code visual canvas (Agentic CX designer), real-time multimodal synchronization via Live Sync, and a client SDK for digital channels are generally available. This helps CX teams overcome challenges in integrating AI with complex business rules, leading to more delightful customer interactions.

  • →No-code visual canvas for blending AI and business rules
  • →Real-time multimodal synchronization for customer interactions
  • →Unified client SDK for multimodal digital channels
  • →Adaptive and multilingual agentic voices
Features (4) ›
  • No-code visual canvas for blending AI and business rules

    The Agentic CX designer provides a no-code visual canvas where users can build conversational experiences by combining agentic AI steps with deterministic, rule-based steps. This allows for precise policy enforcement alongside natural language understanding, ensuring consistency and compliance.

  • Real-time multimodal synchronization for customer interactions

    Live Sync enables the first fully integrated enterprise CX technology to synchronize a voice conversation with a digital, on-screen interface in real time. Customers can see and act on options digitally while still engaged in a voice call, without needing a channel switch.

  • Unified client SDK for multimodal digital channels

    Touchpoint is a drop-in client SDK for Amazon Connect Customer that allows embedding web chat, in-app voice, and Live Sync's multimodal capabilities into websites or mobile apps. It unifies the customer-facing side of the conversation across various digital channels.

  • Adaptive and multilingual agentic voices

    Agentic voices offer over 50 languages and 100 voices for conversational experiences. A single voice can adapt its tone, handle interruptions, and switch languages mid-conversation, providing a natural interaction without separate procurement or custom integration.

Read the original announcement →

https://aws.amazon.com/blogs/contact-center/blend-structured-business-logic-with-agentic-ai/

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