Amazon Connect
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Amazon Connect IVR & self-service

Deliver AI-powered self-service experiences across voice and digital channels at scale.
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Transform your self-service experience

Design intuitive, personalized journeys

Create and manage personalized, context-aware interactive voice response (IVR), chat, & SMS experiences in a single application using a built-in drag-and-drop workflow designer. Deliver conversational self-service experiences in 25+ languages with advanced speech capabilities that adapt to end-customers' needs and reduce wait times.

Design intuitive, personalized journeys

Continuously innovate with generative AI

Enhance existing self-service experiences with generative AI, while leveraging the right guardrails and granular controls for responsible deployment. Amazon Q in Connect brings generative AI-powered customer service directly to end-customers with a virtual assistant that understands each customer's history and needs to deliver personalized, human-like responses for every interaction. End-customers can resolve issues through natural language conversations, receiving answers, recommendations, and step-by-step guides tailored to their needs.

Continuously innovate with generative AI

Rapidly optimize with actionable insights

Gain comprehensive performance insights across self-service experiences. Built-in analytics provide a unified view of customer engagement, pain points, and drop-offs, allowing you to quickly optimize underperforming areas and drive personalization. Leverage detailed dashboards to analyze performance and rapidly optimize, boosting satisfaction and efficiency.

Rapidly optimize with actionable insights

Customer stories

  • Air Canada

    Air Canada transformed their contact centers with Amazon Connect, boosting customer satisfaction, reducing calls by 15%, and improving self-service experiences.

    Watch the video »

  • National Australia Bank

    “Configuring and adjusting NAB’s legacy conversational Interactive Voice Response (IVR) was a time-consuming and inefficient exercise that always involved the vendor. Since migrating our IVR to Amazon Connect, NAB now independently runs reports identifying opportunities to improve the customer experience. We can now make changes in a timelier manner, providing constant iteration and innovation for our customers, while helping ensure all enquiries are directed to a self-service opportunity or the most appropriate banker. The IVR on NAB’s primary phone number receives around 18 million inbound calls per year. Today, thanks to the ability to continually improve our systems ourselves, 69% of those 18 million calls are directed to perform self-service transactions within the IVR, enabling 95% to be completed within channel.” - Mark Baylis, Executive Direct, National Australia Bank

  • Rhythm Energy

    Discover how Rhythm Energy, a Texas-based retail electricity provider, revolutionized its customer service, enhanced self-service options, and achieved significant cost savings by migrating to Amazon Connect.

    Read the blog »

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FAQs
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FAQs

For more information, see Amazon Connect. 

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).

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.

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.

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.

For latest region availability, see Amazon Connect feature availability by region.