Turn your customer experience into a growth engine
Deliver agentic conversational experiences that delight. Resolve the first time, earn the relationship every time
Agentic Conversational AI
Power customer conversations across the entire journey
Conversations that feel natural, because they are
With agentic voices, customers hear a natural voice that adapts tone, switches languages, and maintains context throughout the conversation, across 50+ languages and 100+ voices. All built in, with no separate speech vendors or custom integrations to stitch together.
Anticipate every need. Deliver in every moment
From personalized offers and proactive support to instant resolutions – across voice and digital channels, wherever your customers are, around the clock. Always in context and always improving.
Design once, optimize everywhere
Design what your customers need on agentic CX designer’s no-code visual canvas - and go live in weeks, not months. Combine rule-based and agentic steps in one flow, so you control what stays consistent, AI adapts the rest. Test, launch, and let it get smarter from every conversation.
Voice and visual, one conversation
Why describe when you could just show and resolve? With Live Sync, what customers hear and see stays perfectly in sync. As the voice AI guides customers through a request, the screen updates alongside it: forms, options, and confirmations appear without anyone repeating themselves or switching channels. It starts where your customers already are, on your web and mobile apps, so you can help in the moment before they give up. Built on the same governed flow you already designed.
Full visibility. Full control.
See how every interaction plays out, from first message to resolution. Test new experiences before they go live and improve based on real data - not guesswork. Every conversation stays within the guardrails you define, backed by enterprise-grade security and AWS infrastructure. Scale with confidence.
Customer stories
UC San Diego Health reimagines patient access with AI-powered scheduling
UC San Diego Health deployed Amazon Connect Customer agents to transform appointment management across voice, chat, and WhatsApp Business messaging – giving patients the ability to self-verify and schedule without staff intervention. The results: over 300,000 staff hours saved, an 82% patient self-verification rate, and a 50% reduction in call abandonment.
NatWest transforms customer experience with real-time AI agent assistance
Learn how NatWest deployed AI agents with Amazon Connect Customer to deliver real-time assistance and intelligent knowledge retrieval across their contact center, improving response quality, reducing handle time, and sharing key learnings on scaling generative AI in financial services.
Anthology reimagines student support with AI-powered self-service
Anthology deployed Amazon Connect Customer's chat assistant to transform how students resolve routine inquiries - enabling instant, 24/7 self-service for financial aid status, enrollment questions, and more, without waiting for a live agent. The result: faster resolutions for students, and staff freed to focus on the moments that need a human touch.
FAQs
Conversational AI for customer experience lets customers self-serve by speaking or typing in natural language. It understands what customers mean, responds conversationally, and keeps context as the conversation goes. Amazon Connect Customer offers an agentic self-service solution with agentic voices that make conversations feel genuinely human: natural-sounding voices in 50+ languages with 100+ voice options, the ability to switch languages mid-conversation, and conversations that flow the way they would with a person, including knowing when to listen and when a customer interrupts. Customers get what they came for in one continuous conversation.
Yes. AI agents in Amazon Connect Customer can handle issues end to end - processing returns, updating accounts, rebooking flights, and more. They understand what the customer needs, hold context across channels, and take action. They also recognize when a conversation needs a human and bring one in instantly with full context, no restart, no repeat. Steps that must be exact, like identity verification and payments, run as structured rules, while everything else adapts through agentic reasoning. Customers get what they came for in one conversation.
Agentic CX designer in Amazon Connect Customer gives business and CX teams a no-code visual canvas. Combine rule-based steps and agentic AI steps in the same flow, define how they work together, and connect the knowledge and systems the AI needs. Test and simulate at scale before going live, then launch in weeks rather than months and keep improving from every conversation.
Amazon Connect Customer unifies voice and digital channels, including chat, email, SMS, WhatsApp for Business, and Apple Messages for Business with shared context across interactions. A customer can start on chat, switch to a call, and pick up right where they left off. With Live Sync, what they hear on a call matches what they see on screen. That means customers do not have to repeat themselves, and issues can be resolved in a single conversation.
Trustworthy conversational AI comes from controlling what the AI can say and do. In Amazon Connect Customer, steps that must be exact, like compliance disclosures, identity verification, and payments can run as fixed rules. Agentic steps are grounded in your approved knowledge and content, and AI guardrails built on Amazon Bedrock Guardrails can help filter harmful or off-policy responses and help limit incorrect information. Conversational analytics and automated evaluations extend to self-service, including interactions handled by AI agents, so you can review up to 100% of them instead of sampling a few. The result: AI you can put in front of customers with confidence, and scale with the same controls in place.