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Amazon Connect

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.
Screenshot of the Amazon Connect bot configuration user interface, showing supported languages, intent settings, and options for configuring and testing a conversational bot.

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, understanding 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.
Screenshot showing Amazon Connect's interface with integrated Amazon Q assistant for handling customer queries, including a hotel booking bot configuration and a sample virtual assistant chat for booking a hotel room.

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.
Screenshot of the Amazon Connect Flows dashboard showing analytics insights, including performance overview, dropped rate comparison, flow outcome rates over time, and flow statistics for contact center operations.

Customer stories

Air Canada

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National Australia Bank

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Rhythm Energy

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FAQs

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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.