In this AWS re:Invent 2023 session, Pasquale DeMaio, VP of Amazon Connect, discusses the latest innovations in contact centers powered by generative AI. He highlights how Amazon Connect enables businesses to deliver exceptional customer service through self-service configurations, omnichannel experiences, and AI-driven tools. The presentation features a case study from Capital One, demonstrating how they leveraged Amazon Connect to transform their contact center operations. Key announcements include new AI-powered features like post-contact summarization, customer profile matching, and agent assistance tools. The session emphasizes how these advancements help businesses innovate quickly, improve agent efficiency, and enhance customer experiences across various industries.