Amazon Connect IVR & self-service
Deliver AI-powered self-service experiences across voice and digital channels at scale.
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FAQs
Open allHow can I learn more about Amazon Connect?
For more information, see Amazon Connect.
What other AWS services are used to power Amazon Connect self-service?
Amazon Connect is tightly integrated with other AWS features out-of-the-box. Amazon Connect offers a natively integrated and scalable IVR solution by combining its telephony infrastructure with Amazon Lex for natural language understanding (NLU) and automatic speech recognition (ASR), and Amazon Polly for text-to-speech (TTS).
How do you create these experiences directly in Amazon Connect?
Using Amazon Connect flows, a drag-and-drop workflow designer that allows businesses to create customer interactions and experiences within Amazon Connect. Flows enable you to create customized workflows and logic for handling customer interactions across various channels, such as voice, chat, and messaging.
Does Amazon Q in Connect work with Amazon Lex?
Yes, Amazon Q in Connect works seamlessly with Amazon Lex. While Amazon Q in Connect provides generative AI capabilities for more complex, open-ended interactions, Amazon Lex remains a foundational service for handling predefined intents and specific conversational flows. The two services complement each other, allowing businesses to leverage the strengths of both traditional conversational AI and advanced generative AI within their self-service experiences.
Will self-service interactions show up in Amazon Connect Customer Profiles?
Yes, you can associate self-service conversations with the relevant customer record in Amazon Connect Customer Profiles. This can either be done automatically using Amazon Connect flows, or in the agent workspace, if the self-service interaction is handed off to an agent.
What regions are available?
For latest region availability, see Amazon Connect feature availability by region.