[AWS re:Invent] 29 New Agentic AI Features Added to Contact Center Solution 'Amazon Connect'

Amazon Web Services (AWS) announced on the 1st (local time) at its annual event 're:Invent 2025' held in Las Vegas, Nevada, USA, that it has unveiled 29 new agentic artificial intelligence (AI) features for its contact center solution, Amazon Connect.

This update focuses on four key areas: autonomous AI agents, real-time AI assistance, predictive customer insights, and observability tools.

On the 1st (local time), at the annual Amazon Web Services (AWS) event 're:Invent 2025' held in Las Vegas, Nevada, USA. Photo by Lee Myunghwan

With this update, Amazon Connect introduces a new 'agentic self-service' feature, where AI agents can understand and reason over the content of voice and messages, and take actions accordingly. This allows Amazon Connect to automate tasks ranging from routine work to complex operations.

These AI agents utilize Amazon’s advanced voice model, Nova Sonic, enabling natural, conversational interactions with customers. According to AWS, this will allow customers to experience more natural conversations while reducing wait times.

The update also adds an 'agentic assistance' feature, enabling real collaboration between humans and AI. While customer service representatives are speaking with customers, Amazon Connect analyzes the conversation context and customer sentiment to suggest next steps. It can also handle tasks such as drafting documents or routine work directly. An AI-based recommendation feature has also been introduced, allowing both AI agents and customer service representatives to provide personalized responses and tailored product recommendations to customers.

Additionally, this update introduces an AI agent observability feature. With this, users can view the decision-making process of Amazon Connect’s AI agents by each pathway. AWS explained that this will help ensure the reliability of AI-driven experiences.