Amazon Connect Health is now generally available, bringing purpose-built agentic AI to healthcare organizations to streamline patient engagement and point-of-care workflows. Amazon Connect Health delivers five AI agents designed to reduce administrative burden across the care continuum — enabling patients faster access to care and freeing clinicians from paperwork and administrative burden to focus on what matters most: their patients. These agents are ready to deploy within existing patient, clinician, and healthcare workflows — such as patient access centers (i.e., contact centers), Electronic Health Records (EHR) applications, and telehealth solutions — in days, not months. All the features follow responsible AI best practices, implement safety guardrails, are HIPAA-eligible, and deliver the same security and reliability standards as any AWS service.

Agents available at launch:

• Patient verification (GA) - Confirms patient identity in real time against EHR records with appointment lookup, reducing inbound call-handling time.

• Appointment management (Preview) - Books appointments via natural language voice interaction, 24/7, with real-time insurance eligibility checks, enabling after-hours scheduling, and relieving burden on human staff.

• Patient insights (Preview) - Surfaces relevant patient history and clinical context before the visit, so clinicians walk in prepared. Reduces the time clinicians spend piecing together information before a patient’s visit.

• Ambient documentation (GA) - Captures patient-clinician conversations during the visit and generates clinical notes in real time.

• Medical coding (Preview) - Automatically generates ICD-10 and CPT codes from clinical notes post-visit, with full audit trails.

Amazon Connect Health patient engagement capabilities are natively integrated with Amazon Connect, a complete AI-powered contact center solution delivering personalized customer experiences at scale. Clinical and administrative staff can configure and customize these AI capabilities in minutes using the Amazon Connect Health application, enabling rapid testing and seamless deployment into contact center workflows. The point-of-care capabilities — ambient listening, patient insight, and medical coding — are available via Amazon Connect Health unified SDK (SDK documentation), enabling developers to integrate the features directly into existing EHR and clinician-facing applications.

Resources:

• About Amazon News
• What's New
• Blog
• User Guide
• Product Page
• Pricing
• FAQ

Imagine a customer on a voice/video call with an agent, and in the same engagement, they can exchange documents, share files, and communicate through chat — all without leaving the conversation. That's the power of unified, multi-modal communication.

Were excited to share a two-part video series that demonstrates how to bring voice, video, and chat together into a single, unified engagement using Amazon Connect. Additionally, I've included a GitHub repository so you can try out the solution for yourself.

💡 The Business Value

Higher First-Call Resolution — Voice, video, and chat work together in a single engagement, enabling faster outcomes. Elevated Customer Experience — Live conversation combined with real-time document sharing creates a seamless, personalized engagement. Operational Efficiency — Consolidated interactions streamline workflows across financial services, healthcare, insurance, retail, and beyond.

🎬 The Video Series

Part 1: Use Case, Demo & Solution Design See the unified experience in action and understand the end-to-end architecture

👉 Unified Voice, Video, and Chat Communications with Amazon Connect - Use Case, Demo & Solution Design

Part 2: Deployment, Testing & Cleanup

A step-by-step walkthrough to deploy the entire solution in your own AWS environment using AWS CDK, test it live, and clean up when you're done.

👉 Unified Voice, Video, and Chat Communications with Amazon Connect - Deployment, Testing & Cleanup

🚀 Ready to Try It Yourself?

The full solution is available on GitHub — clone it, deploy it, and experience firsthand how unified communications can transform your customer engagement.

👉 GitHib | aws-samples/sample-voice-video-chat-amazon-connect

👉 Blog | Build Unified Voice, Video and Chat Communications with Amazon Connect

Amazon Connect provides integrated coaching tools that help supervisors deliver structured, data-driven feedback to agents based on performance evaluations. For upcoming one-on-one sessions with agents, supervisors can share detailed coaching feedback with concrete examples, and set performance goals directly within Amazon Connect. Quality management teams can also assign coaching to supervisors with due dates when they identify improvement opportunities, such as showing greater empathy towards customer issues. Once coaching is completed, agents can acknowledge the feedback in Amazon Connect, ensuring that they understand next steps for improvement. Past coaching feedback is centrally accessible, making it easier for agents, supervisors, and quality managers to track agent progress over time.

Resources:

• What's New Post
• Admin Guide

🚀 Launch Announcement:  Polly  : Amazon Polly expands Generative TTS engine with 10 new voices, 2 new regions, and Bidirectional Streaming API

Today, we are excited to announce the general availability of 10 new highly expressive Amazon Polly Generative voices across 8 locales: Tiffany (American English), Brian (British English), Aria (New Zealand English), Jasmine (Singapore English),  Florian (French), Ambre (French), Lorenzo (Italian), Beatrice (Italian), Lennart (German), and Sabrina (Swiss German). 

Alongside these new voices, we have expanded the Generative engine to two new AWS regions in Europe (London) and Canada (Central). We have also introduced the  Bidirectional Streaming API  support for the Generative engine, allowing customers to stream text to Polly and receive synthesized audio back simultaneously. This makes it easy to feed output directly from a large language model (LLM) into speech synthesis, enabling real-time applications like chatbots and bespoke characters in games.

Amazon Polly  is a fully managed service that turns text into lifelike speech. This expansion addresses the growing demand for natural-sounding, lifelike speech generation in conversational AI and content creation. Developers building LLM-based interactive systems and speech-enabled applications can take advantage of the enhanced voice quality and variety, expanded language and feature support, as well as broader AWS region availability. 

To hear how Polly voices sound, go to  Amazon Polly Features . For more details on the Polly offerings and use, see the  Amazon Polly documentation  and  pricing page .

🚀 Launch Announcement:  Connect  : Amazon Connect expands agentic speech-to-speech voice experiences to the London (Europe) region and adds three new voices

Amazon Connect now offers agentic speech-to-speech voice experiences in an additional AWS Region: Europe (London). Amazon Connect also adds three new speech-to-speech voices across US Spanish and UK English: Pedro (es-US), Amy (en-GB), and Brian (en-GB).

Amazon Connect's agentic self-service capabilities enable AI agents to understand, reason, and take action across voice and messaging channels to automate routine and complex customer service tasks. Connect's agentic speech-to-speech voice AI agents understand not only what customers say but how they say it, adapting voice responses to match customer tone and sentiment while maintaining natural conversational pace. With these updates, you can deliver agentic speech-to-speech voice experiences to customers across a new region with a wider selection of voices.

🚀 Launch Announcement:  Connect  : Amazon Connect voice AI agents now supports 13 new languages

Amazon Connect now supports 13 new languages for voice AI agents, bringing the total to 40 language locales. New languages include Arabic (Saudi Arabia), Czech, Danish, Dutch (Belgium), English (Ireland), English (New Zealand), English (Wales), German (Switzerland), Icelandic, Romanian, Spanish (Mexico), Turkish, and Welsh.

Amazon Connect's agentic self-service capabilities enable AI agents to understand, reason, and take action across voice and digital channels to automate routine and complex customer service tasks across multiple languages.

🚀 Launch Announcement:  Connect  : Amazon Connect adds new generative text-to-speech voices and expands to new regions

Amazon Connect now offers generative text-to-speech voices in three additional AWS Regions: Europe (London), Asia Pacific (Seoul), and Asia Pacific (Sydney). Amazon Connect also expands support for nine new generative text-to-speech voices across US English, UK English, European French, German, and Italian: Tiffany (en-US), Amy (en-GB), Brian (en-GB), Ambre (fr-FR), Florian (fr-FR), Tina (de-DE), Lennart (de-DE), Beatrice (it-IT), and Lorenzo (it-IT).

Amazon Connect's agentic self-service capabilities enable AI agents to understand, reason, and take action across voice and messaging channels to automate routine and complex customer service tasks. Connect's voice AI agents understand not only what customers say but how they say it, adapting voice responses to match customer tone and sentiment while maintaining natural conversational pace. With these updates, you can deliver natural, human-like voice AI experiences to a broader range of customers across more regions and languages.

🚀 Launch Announcement:  Connect  : Amazon Connect now enables agents to forward email contacts to external email addresses

Amazon Connect now enables agents to forward email contacts to external email addresses and distribution lists directly from the Agent workspace and Contact Center Panel. When an email is forwarded, agents still retain ownership and complete communication trail of the original contact. This makes it easy for your agents to seamlessly loop in back-office teams, subject matter experts, partners, and other stakeholders, while remaining a single consistent point of contact for your customers.

🚀 Launch Announcement:  Connect  : Amazon Connect now provides case data in analytics data lake

Amazon Connect now provides case data in the analytics data lake, making it easier for you to generate reports and insights. With case data available alongside other Amazon Connect analytics, you can use Amazon Athena and Amazon QuickSight to build custom reports and analyze trends such as case volume by type, case handling across agent shifts, or contact sentiment across cases without building and maintaining complex data pipelines.

🚀 Launch Announcement:  Connect  : Amazon Connect now provides integrated workflows for managers to coach agents

Amazon Connect now delivers integrated agent coaching workflows that enable contact center managers to provide timely, targeted feedback directly within the Connect UI. When managers identify improvement opportunities through evaluation scorecards, they can immediately create coaching plans with specific customer interaction examples. For example, a manager can share interactions with an agent where they excelled at problem-solving but could show more customer empathy, with examples of empathetic language to use going forward. After coaching sessions, agents acknowledge feedback and add notes to confirm understanding of expectations and next steps. Both managers and agents access all coaching history on a single page, enabling systematic progress tracking and improved coaching effectiveness. This integrated approach eliminates coaching delays and creates accountability throughout the agent development process, accelerating performance improvement across contact center operations.

🚀 Launch Announcement:  Connect  : Amazon Connect now lets you select different From email addresses when sending emails

Amazon Connect now enables you to choose the "From" email address when replying to inbound emails or sending new outbound messages, helping contact centers ensure the correct brand or business identity is used for every customer interaction. Administrators can configure multiple sender addresses per queue, allowing agents to search and select the appropriate email address based on the queue they are working in. This capability is especially useful for contact centers that support multiple brands or lines of business from a single Amazon Connect instance.

🚀 Launch Announcement:  Connect  : Amazon Connect enhances AI-powered predictive insights

Today, Amazon Connect is announcing enhancements to AI-powered predictive insights that make it easier for businesses to deliver proactive, personalized customer experiences at scale. Building on the five recommendation algorithms launched at re:Invent 2025, AI-powered predictive insights now support up to 40 million product catalog items (8X increase), are available in message templates for trigger-based campaigns, and deliver up to 14% improved model accuracy. These enhancements enable businesses to automatically engage customers with the right message at the right time, while reducing the time required to deploy AI-powered personalization.

Businesses can now deliver trigger-based campaigns to initiate personalized outreach based on customer behavior and predictive signals – such as sending product recommendations when a customer abandons their cart or offering complementary services after a purchase. Businesses can now deliver targeted campaigns for specific customer cohorts based on predicted preferences and behaviors. Improved model accuracy and reduced training time mean businesses can deploy personalized experiences faster with greater confidence in the recommendations provided to customers.

🚀 Launch Announcement:  Connect  : Amazon Connect introduces AI-powered manager assistance (Preview)

Today, Amazon Connect announces the preview of an AI-powered assistant that enables contact center managers to get instant answers to operational questions using natural language. You can query across 150+ Amazon Connect metrics, including agent scheduling, self-service experience, and performance evaluations, with historical data for all of these, and receive results in seconds—eliminating hours of manual data gathering. The assistant can also diagnose underlying issues, such as identifying which queues are at risk of missing service level targets and recommending specific recovery actions.

🚀 Launch Announcement:  Connect  : Amazon Connect now supports conversational analytics for email

Amazon Connect now supports conversational analytics for email contacts, enabling contact center managers to automatically categorize emails, redact personally identifiable information (PII), and generate contact summaries. This allows you to quickly identify emerging trends, better maintain compliance by protecting sensitive information, and reduce the time spent reviewing agent performance. For example, when customers email about account issues, Amazon Connect automatically categorizes the email, redacts sensitive information, and generates a summary for supervisor review.

To enable this feature, add the Set recording, analytics and processing behavior block to your flows before an email contact is assigned to your agent or sent to your end customer. You can customize which PII types to redact, choose whether redacted content shows specific PII type indicators e.g., [SSN] or generic markings ([PII]), opt to store both original and redacted versions in separate storage, as well as enable contact summaries. Using these analytics, you can quickly create rules to automatically trigger actions such as assigning categories, creating tasks, or updating cases.

🚀 Launch Announcement:  Connect  : Introducing Amazon Connect Health, Agentic AI Built for Healthcare

Amazon Connect Health is now generally available, bringing purpose-built agentic AI to healthcare organizations to streamline patient engagement and point-of-care workflows. Amazon Connect Health delivers five AI agents designed to reduce administrative burden across the care continuum — enabling patients faster access to care and freeing clinicians from paperwork and administrative burden to focus on what matters most: their patients. These agents are ready to deploy within existing patient, clinician, and healthcare workflows — such as patient access centers (i.e., contact centers), Electronic Health Records (EHR) applications, and telehealth solutions — in days, not months. All the features follow responsible AI best practices, implement safety guardrails, are HIPAA-eligible, and deliver the same security and reliability standards as any AWS service.

Agents available at launch:

• Patient verification (GA) – Confirms patient identity in real time against EHR records with appointment lookup, reducing inbound call-handling time.

• Appointment management (Preview) – Books appointments via natural language voice interaction, 24/7, with real-time insurance eligibility checks, enabling after-hours scheduling, and relieving burden on human staff.

• Patient insights (Preview) – Surfaces relevant patient history and clinical context before the visit, so clinicians walk in prepared. Reduces the time clinicians spend piecing together information before a patient’s visit.

• Ambient documentation (GA) – Captures patient-clinician conversations during the visit and generates clinical notes in real time.

• Medical coding (Preview) – Automatically generates ICD-10 and CPT codes from clinical notes post-visit, with full audit trails.

Amazon Connect Health patient engagement capabilities are natively integrated with Amazon Connect , a complete AI-powered contact center solution delivering personalized customer experiences at scale. Clinical and administrative staff can configure and customize these AI capabilities in minutes using the Amazon Connect Health application, enabling rapid testing and seamless deployment into contact center workflows. The point-of-care capabilities — ambient listening, patient insight, and medical coding — are available via Amazon Connect Health unified SDK (SDK documentation), enabling developers to integrate the features directly into existing EHR and clinician-facing applications.

🚀 Launch Announcement:  Connect  : Amazon Connect now supports dynamic dialing mode switching for outbound campaigns

Today, AWS announces the general availability of dynamic dialing mode switching for Amazon Connect Outbound Campaigns, which allows contact center administrators to change between preview and non-preview dialing modes during active campaign execution. Previously, campaigns were locked into their initial dialing mode once started, requiring administrators to stop and restart campaigns to adjust strategies. This launch solves the problem of inflexible dialing strategies that couldn't adapt to real-time business needs and agent availability changes.

Dynamic dialing mode switching enables contact centers to optimize agent productivity and campaign efficiency in real-time without campaign interruptions. For example, you can automatically switch from progressive dialing to preview mode when handling high-priority contacts that require additional context, then revert back when traffic returns to normal patterns. This flexibility is particularly valuable for campaigns with varying contact priorities or fluctuating agent availability throughout the day.

🚀 Launch Announcement:  EUM  : Amazon SNS now supports push notifications in the Europe (Spain) Region

Amazon Simple Notification Service (Amazon SNS) now supports sending push notifications in the AWS Europe (Spain) Region.

Amazon SNS is a fully managed pub/sub service that provides message delivery to multiple endpoints, including AWS Lambda, Amazon SQS, Amazon Data Firehose, HTTP, SMS (via AWS End User Messaging), push notifications, and email. With this launch, customers in the Europe (Spain) Region can use Amazon SNS to send push notifications to the following supported push notification services: Amazon Device Messaging (ADM), Apple Push Notification Service (APNs), Baidu Cloud Push (Baidu), Firebase Cloud Messaging (FCM), Microsoft Push Notification Service for Windows Phone (MPNS), and Windows Push Notification Services (WNS).

With this expansion, Amazon SNS now supports sending push notifications from 25 regions. For the full list of regions from which you can send push notifications, see Supported Regions and Countries in the Amazon SNS Developer Guide.

Customer Engagement What's New

March 27, 2026
 Connect  : Managing Amazon Connect flows as Code with AWS CDK
Every day, Amazon Customer Service handles millions of customer contacts across Amazon and its subsidiaries, spanning multiple regions including North America, Europe, South Africa, and Asia Pacific. Managing contact flows at this scale across multiple Amazon Connect instances to accommodate Retail and Amazon subsidiaries required a scalable, programmatic approach. The team set out to maintain […]

March 26, 2026
 Connect  : Build Unified Voice, Video and Chat Communications with Amazon Connect
Introduction Amazon Connect supports voice/video and chat as separate channels, each with its own APIs. Using native or custom widgets, these channels operate independently. This works for most contact center scenarios. But what happens when a customer and an agent need more than just talking and seeing each other? For example, a customer calls […]

March 26, 2026
 Polly  : Introducing Amazon Polly Bidirectional Streaming: Real-time speech synthesis for conversational AI
Today, we’re excited to announce the new Bidirectional Streaming API for Amazon Polly, enabling streamlined real-time text-to-speech (TTS) synthesis where you can start sending text and receiving audio simultaneously. This new API is built for conversational AI applications that generate text or audio incrementally, like responses from large language models (LLMs), where users must begin synthesizing audio before the full text is available.

March 24, 2026
 EUM   SES  : Building a Scalable Messaging API with AWS End User Messaging and SES
In this blog post, you'll learn how to build a template manager and messaging API using API Gateway with JWT authentication for secure access, Amazon SQS for reliable message queuing, AWS Lambda for serverless processing, AWS End User Messaging for SMS, and Amazon Simple Email Service (SES) for email.

March 23, 2026
 Connect  : AWS Weekly Roundup: NVIDIA Nemotron 3 Super on Amazon Bedrock, Nova Forge SDK, Amazon Corretto 26, and more (March 23, 2026)
Hello! I’m Daniel Abib, and this is my first AWS Weekly Roundup. I’m a Senior Specialist Solutions Architect at AWS, focused on the generative AI and Amazon Bedrock. With over 28 years of experience in solution architecture, software development, and cloud architecture, I help Startups & Enterprises harness the power of generative AI with Amazon […]

March 09, 2026
 Connect  : AWS Weekly Roundup: Amazon Connect Health, Bedrock AgentCore Policy, GameDay Europe, and more (March 9, 2026)
Fiti AWS Student Community Kenya! Last week was an incredible whirlwind: a round of meetups, hands-on workshops, and career discussions across Kenya that culminated with the AWS Student Community Day at Meru University of Science and Technology, with keynotes from my colleagues Veliswa and Tiffany, and sessions on everything from GitOps to cloud-native engineering, and […]

March 05, 2026
 EUM  : Adding a voice layer to WhatsApp conversations with AWS End User Messaging
With AWS End User Messaging, businesses can now enable both voice note input and voice note responses on WhatsApp. In this blog post, we explore why voice notes matter, where they make a difference, and how AWS helps you enable them through a sample voice note messaging solution.

March 05, 2026
 Lex  : Drive organizational growth with Amazon Lex multi-developer CI/CD pipeline
In this post, we walk through a multi-developer CI/CD pipeline for Amazon Lex that enables isolated development environments, automated testing, and streamlined deployments. We show you how to set up the solution and share real-world results from teams using this approach.

March 02, 2026
 Connect  : How to travel safely based on crime patterns using AWS services
Walking in urban areas, especially at night, can be intimidating. Surveys show that 40% of Americans, the highest in three decades, say they are afraid to walk alone at night, and two-thirds avoid certain activities due to fear of crime. Vulnerable groups, including women and children, are affected even more. Similar studies across European countries […]

February 27, 2026
 Connect  : Accelerate Amazon Connect AI agent development with Kiro
Introduction Building Amazon Connect AI agents presents developers with a familiar challenge: tight timelines meet complex integration requirements. You need to connect multiple backend APIs, implement robust error handling, generate realistic test data, and debug multi-service interactions, all while maintaining code quality and consistency. A proof-of-concept that integrates 10-15 APIs can easily consume 2-3 weeks […]

February 26, 2026
 Connect  : Prepare Your Contact Center Teams for Migration to Amazon Connect
Introduction When organizations embark on a contact center transformation journey, technology gets much of the focus. At the same time, it’s the people who determine whether a migration succeeds or falls short. Your agents, supervisors, and support staff are the heartbeat of your contact center, and their readiness to embrace change is as critical as […]

Amazon Contact Center Blogs

March 27, 2026: Cochlear Scales Quality Evaluations by 22x with Amazon Connect | Amazon Web Services

March 03, 2026: TUI Cuts Customer Experience Fragmentation with Amazon Connect | Amazon Web Services

Please visit @AmazonWebServices on YouTube

March 26, 2026: Unified Voice, Video, and Chat Communications with Amazon Connect - Deployment, Testing & Cleanup

March 26, 2026: Unified Voice, Video, and Chat Communications with Amazon Connect - Use Case, Demo & Solution Design

March 03, 2026: The Amazon Connect Podcast - Ep.16 - How Are Customers Adopting AI w/ Connie Workman Watkins!

Please visit @AmazonConnectEnablement on YouTube

March 03, 2026
Provide agent coaching
Supervisors and managers can now provide coaching to agents directly within Amazon Connect. For more information, see Provide agent coaching .

Admin Guide Release Notes

For more information visit the Release notes for Amazon Connect

Here's a list of all recent announcements related to Customer Engagement.

Here's a list of all recent announcements related to Amazon Lex.