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Today, Amazon Connect introduces a set of new features that help businesses improve their contact center operations with generative AI, advanced security features, and streamlined bot management. These innovations help businesses deliver better customer experiences by creating more time and space for meaningful human interactions, while maintaining security and compliance.
Contact center managers continually face challenges in optimizing self-service resolution rates, effectively evaluating agent performance, and maintaining data privacy compliance. Additionally, creating and managing conversational AI experiences often requires specialized expertise and complex integrations across multiple services.
To address these challenges, Amazon Connect has introduced key features such as AI-based generative customer segmentation for targeted campaigns, native segmentation WhatsApp Business messaging for omnichannel support, secure collection of sensitive customer data in chat interactions, simplified management of conversational AI bots in the Amazon Connect interface, and new enhancements to Amazon Q in Connect. Amazon Connect has also added new analytics capabilities through Amazon Connect Contact Lens to help optimize bot performance and contact center operations.
Here are the new features that will help you create more personalized and effective customer experiences while maintaining the highest standards of data security and operational excellence.
Features based on generative AI
Amazon Connect incorporates new generative AI capabilities to automate and improve customer interactions, enabling smarter targeting and more efficient contact center management.
AI Generative Segmentation and Trigger-Based Campaigns – Uses AI-based generative assistance to create customer segments using conversational prompts. This allows businesses to create precise customer segments using natural language descriptions, making it easier to identify and reach specific customer groups. Trigger campaigns allow organizations to communicate with their customers based on specific customer events, such as cart abandonment.
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Simplify and improve conversational AI bots with Amazon Q in Connect – Create, edit, and manage conversational AI bots powered by Amazon Lex directly in the Amazon Connect web interface. Now you can enhance these bots with Amazon Q in Connect, an AI-powered generative assistant for customer service. Amazon Q in Connect now supports self-service end-customer interactions through interactive voice response (IVR) and digital channels, in addition to assisting contact center agents with recommended responses and actions.
This integration extends beyond Amazon Lex’s traditional voice and chatbot capabilities by delivering advanced conversational capabilities through extended language models (LLM). The system intelligently searches configured knowledge bases, customer information, web content and third-party application data to answer customer questions when they do not match predefined intents. Administrators can set custom guardrails for their instance, setting restrictions on response generation and monitoring Amazon Q in Connect performance.
AI-powered generative automated assessments: Supervisors can automatically assess up to 100% of contacts using generative AI.
Contact categorization based on generative AI: Enhances existing semantic matching functionality using natural language intents.
Improved interfaces and tools
Enhanced bot management and monitoring capabilities, simplifying the creation and optimization of automated experiences.
Amazon Connect for WhatsApp Business messaging – Integrate natively with WhatsApp Business messaging so customers can receive support via WhatsApp in addition to existing Amazon Connect channels such as voice, text, chat and Apple Messages for Business. This addition to Amazon Connect’s omnichannel capabilities helps businesses meet customers on their preferred communications channel while maintaining consistent service delivery and management within the Amazon Connect app.
Contact Lens Conversational AI Bot Dashboards – Offers analytics to monitor the performance of your Amazon Connect-integrated conversational AI bots.
Self-Service Voice Recording (IVR) and Contact Interaction Logs – Provides full recordings of self-service interactions, including audio recordings.
Improved intraday forecasts – Allows you to compare intraday forecasts with previously published forecasts.
Salesforce Contact Center with Amazon Connect (preview) – Natively integrates Amazon Connect digital channels and unified routing into the Salesforce customer relationship management (CRM) system. This new offering allows businesses to use a single routing and workflow system for Amazon Connect and Salesforce channels, intelligently directing calls, chats and queries to self-service or interaction with the appropriate agents . If you are interested, sign up to join the preview.
Improved security for chat
New features that improve security and compliance in chat interactions, enabling secure management of sensitive information.
Collection of sensitive customer data in chats – Amazon Connect chat and messaging now includes a data privacy option that allows secure handling of sensitive customer information during chat interactions. This feature protects Personally Identifiable Information (PII) and Payment Card Industry Data (PCI), supporting compliance with data protection regulations.
Key Benefits
The latest features in Amazon Connect combine generative AI, enhanced security, and streamlined bot management to help businesses:
Transform the customer experience – Amazon Connect improves customer interactions with AI-driven segmentation, enabling personalized engagement strategies. New WhatsApp Business messaging expands omnichannel support capabilities, meeting customers on their preferred channel. Additionally, advanced bot capabilities, including Amazon Q in Connect, improve self-service resolution rates, delivering more efficient customer experiences.
Improve security and operations – Contact centers can now strengthen their security posture with PCI-compliant chat interactions while maintaining operational efficiency. Custom AI guardrails promote the generation of appropriate responses, while the simplified bot management interface eliminates the need for specialized expertise. Analytics and forecasting capabilities provide comprehensive performance monitoring, enabling data-driven decision-making for optimal contact center operations.
Pricing and availability – These features are available today in all AWS Regions where Amazon Connect is supported. For pricing, see Amazon Connect pricing. For implementation guidance, see the Amazon Connect documentation.
— Eli