At AWS, we've always believed in putting the most powerful technology in the hands of anyone who needs it. AI has never been more capable or more accessible. But turning that capability into an impactful part of how your team works is hard. Most solutions require you to rebuild your processes around them, demanding extensive change management, technical overhauls, and months before you see results. The result is a gap between powerful technology and the people it was built to help.

We're expanding Amazon Connect into a set of four agentic AI solutions, each purpose-built for a specific business challenge: Amazon Connect Decisions, Amazon Connect Talent, Amazon Connect Customer, and Amazon Connect Health. All four are designed to integrate into how your teams already work, not the other way around.

• Amazon Connect Customer , previously known as Amazon Connect, delivers intelligent, personalized customer experiences across voice, chat, and digital channels. Amazon Connect Customer now offers new configuration capabilities that enable organizations to set up conversational AI in weeks, not months, and configure experiences without technical expertise.

• Amazon Connect Decisions is a supply chain planning and intelligence solution that shifts teams from crisis management to proactive planning and decisioning. AI teammates, combining 30 years of Amazon operational science and 25+ specialized supply chain tools, adapt to your business, learn from your team, and continuously improve your operations.

• Amazon Connect Health delivers agentic patient verification, appointment management, patient insights, ambient documentation, and medical coding — giving patients faster access to care, clinicians more time for care, and staff capacity for specialized work.

• Amazon Connect Talent (Preview) is an agentic AI hiring solution built for talent acquisition leaders managing scaled hiring. It delivers AI-led interviews, science-backed assessments, and consistent evaluation, helping recruiters hire high quality candidates faster while providing applicants with a flexible interview experience that reduces human preconceptions.

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🚀 Launch Announcement: Chime : AWS Billing Conductor Improves Account Visibility with Billing Transfer Inventory

🚀 Launch Announcement: Connect : Amazon Connect Cases now lets you edit related items and delete cases from the agent workspace

Amazon Connect Cases now supports editing and deleting related items, and deleting cases directly from the agent workspace without administrator help. Agents can update comments, unlink contacts associated with the wrong case, or delete cases opened in error. Agents can also create, edit, and delete custom related items such as orders, returns, and invoices to capture additional case context.

🚀 Launch Announcement: Connect : Amazon Connect Customer launches permission for agents to view only their own performance evaluations

Amazon Connect Customer now supports a permission that gives agents access to their own performance evaluations in the Connect UI, without exposing other agents' evaluations, so they can review feedback to improve their performance. With this permission, agents can search for contacts where they have received an evaluation, view their evaluations alongside call recordings and transcripts, and submit an acknowledgment after reviewing. Agents can be granted access to view their entire department's contacts for investigating multi-contact customer issues, while ensuring that they can only view their own evaluations. This provides operational flexibility while ensuring that agents cannot view sensitive peer performance data.

🚀 Launch Announcement: Connect : Amazon Connect Customer now supports embedding Cases and Customer Profiles in custom agent applications

Amazon Connect Customer now enables you to embed Cases and Customer Profiles into custom agent applications, helping agents access case details and customer context alongside the tools they already use to resolve issues. Developers can use the Amazon Connect SDK to bring native Connect experiences into custom applications, reducing the need to build and maintain these capabilities from scratch.

🚀 Launch Announcement: Connect : Amazon Connect adds default Step-by-Step Guides for After Contact Work

Amazon Connect now supports Default Guides for After Contact Work (ACW), enabling contact center administrators to automatically launch a Step-by-Step Guide when an agent enters the ACW state without any manual work. 

This capability helps contact centers standardize post-contact workflows and reduce handle time by ensuring agents are automatically guided through required wrap-up tasks, such as logging disposition codes, updating cases, or completing follow-up actions. By eliminating the need for agents to manually navigate to the correct application during ACW, organizations can improve consistency, reduce errors, and accelerate agent productivity across their contact center operations.

 To learn more and get started, visit the Amazon Connect  webpage  and  documentation.

🚀 Launch Announcement: SES GovCloud : Amazon SES Mail Manager now available in AWS GovCloud (US) Regions

Amazon SES Mail Manager is now available in AWS GovCloud (US) regions, expanding Mail Manager coverage to 30 AWS regions.

Amazon SES Mail Manager provides a centralized gateway to manage all inbound and outbound email traffic with advanced routing, filtering, and archiving capabilities. It simplifies complex email infrastructure by replacing the need for multiple third-party tools with a single, scalable solution integrated directly into AWS. This gives organizations greater visibility and control over their email flows while reducing operational overhead and cost.

The new Mail Manager regions include AWS GovCloud (US-East) and AWS GovCloud (US-West). The full list of Mail Manager region availability is  here .

To learn more, visit the  SES Mail Manager documentation .

🚀 Launch Announcement: Connect : Amazon Connect Outbound Campaigns adds multi-contact time zone detection

Amazon Connect Outbound Campaigns now detects customer time zones using all phone numbers and addresses on a customer profile, not just the primary contact fields. Previously, time zone detection used only the primary phone number, which could miss customers who span multiple time zones.

When a profile's contact information spans multiple time zones, the system delivers only during hours that fall within your configured window in every detected time zone, and skips profiles when no overlap exists. For example, if a customer has a mobile number with an Eastern time area code and a business number with a Pacific time area code, and your campaign is configured for 9am–5pm delivery, messages will only be sent between 12pm–5pm ET (9am–2pm PT), when both time zones fall within the allowed window.

🚀 Launch Announcement: Connect : Amazon Connect Cases now supports customer profile identity resolution

Amazon Connect Cases now automatically reassociates cases when duplicate customer profiles are merged, so agents always see a complete case history for each customer. When the same customer has multiple profiles, such as when they reach out through different channels or provide different contact details, Identity Resolution in Amazon Connect Customer Profiles detects and merges those duplicates, and Cases now brings all associated cases together under the unified profile. Agents no longer have to search across profiles or piece together a customer's history manually.

🚀 Launch Announcement: AWS Entity Resolution : AWS Entity Resolution launches support for incremental Machine Learning based matching workflows

AWS Entity Resolution launches support for Machine Learning (ML) based Incremental Matching workflows in General Availability, fundamentally transforming how enterprises process entity resolution at scale. Previously, adding even a single new record required customers to reprocess their entire dataset—a process that could take up to 2 days and cost thousands of dollars. This created a critical bottleneck that forced major businesses to seek costly workarounds or alternative solutions.

With this enhancement, AWS Entity Resolution enables businesses to process only the new records added since their last workflow run. This launch provides dramatic efficiency gains: processing 1M incremental records in less than 1 hour which is a 95% reduction in processing time compared to current workloads , while also significantly reducing infrastructure costs. The feature supports incremental workloads up to 50M incremental records over datasets containing up to 1 billion historical base records, making AWS Entity Resolution viable for continuous, large-scale enterprise workloads that were previously economically unfeasible.

🚀 Launch Announcement: Connect : AWS Announces Amazon Connect Decisions

Today, AWS announces the general availability of Amazon Connect Decisions, an agentic AI planning and intelligence solution that helps supply chain teams shift from firefighting to proactive operations. Combining 30 years of Amazon operational science and 25+ specialized supply chain tools, AI teammates adapt to your business, learn from your team's decisions, and continuously improve operations. Amazon Connect Decisions can be used by businesses across retail, CPG, automotive, and industrial manufacturing industries, among others, that want to transform their supply chain operations without having to replace their existing systems. 

AI teammates work 24/7 to harmonize demand signals into consensus forecasts, generate constraint-aware supply plans, and monitor operations across your supply chain — detecting variances, performing automated root cause analysis, and triaging thousands of exceptions, surfacing only what matters most based on your business priorities as actionable recommendations. 

Click here to start a free trial or learn more about how Amazon Connect Decisions can help you make better decisions, faster, so your organization can prevent stockouts, reduce working capital waste, and transform supply chain performance.

🚀 Launch Announcement: Connect : Amazon Connect Talent for AI-powered hiring (now available in Preview)

Amazon Connect Talent is now available in Preview, giving talent acquisition leaders an AI-powered hiring solution that accelerates candidate selection at scale. Informed by decades of Amazon's hiring science, Amazon Connect Talent uses AI agents to conduct structured voice interviews, administer science-backed assessments, and score candidates consistently — freeing recruiters to focus on strategic decisions. Candidates interview 24/7 from any device. Recruiters review scores, transcripts, and detailed candidate evaluations generated by their AI teammate — empowering them to make faster hiring decisions with consistent objectivity.

Preview capabilities include AI-driven skills assessments, AI-led voice interviews with adaptive questioning, a brand-customizable mobile-first candidate portal, a comprehensive recruiter dashboard, system admin onboarding tools, and Applicant Tracking System (ATS) integrations for quick deployment. Amazon Connect Talent scales to handle hiring surges, evaluating hundreds of candidates simultaneously.

Amazon Connect Talent is available in AWS US East (N. Virginia) and US West (Oregon) regions. To learn more and request access, visit the Amazon Connect Talent page.

🚀 Launch Announcement: Connect : Amazon Connect increases attachment file sizes and adds custom file types

Amazon Connect now supports attachment file sizes up to 100 MB for chat, cases, and tasks, up from the previous 20 MB limit. Administrators can enable these higher limits and configure custom file extensions for attachments across chat, email, cases, and tasks through the Amazon Connect admin website or Amazon Connect APIs .

A technology company supporting enterprise customers can now accept files like diagnostic bundles and log archives up to 100 MB through chat, reducing back-and-forth and helping agents resolve issues faster. A financial services firm can add file extensions for signed contracts or compliance documents, giving customers the ability to attach paperwork directly in chat or email.

You can use these features in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Mumbai), Asia Pacific (Seoul), Asia Pacific (Osaka), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Africa (Cape Town), Canada (Central), Europe (Frankfurt), and Europe (London).

To learn more, visit Amazon Connect  and see Enable Attachments  in the Amazon Connect Administrator Guide.

🚀 Launch Announcement: Connect : Amazon Connect now provides eight new metrics to measure and improve AI agent performance

Amazon Connect now provides eight new metrics to measure and improve AI agent performance, including goal success rate, faithfulness score, and tool selection accuracy. These metrics offer visibility into the quality of AI-driven customer interactions, enabling measurement and continuous improvement of AI agent outcomes. With this launch, you can monitor whether AI agents successfully resolved customer requests, assess faithfulness and detect contextual hallucinations. You can also evaluate tool selection and utilization accuracy, and capture customer feedback through thumbs up/down ratings when enabled.

You can access these new metrics through Amazon Connect's AI Agent Performance dashboard, or through the GetMetricDataV2 API and zero-ETL data lake for custom reporting or integration with your existing analytics workflows.

🚀 Launch Announcement: Connect GovCloud : Amazon Connect now logs supervisor agent activity status changes to AWS CloudTrail

Amazon Connect now provides audit logging for agent activity status changes made through analytics dashboards to AWS CloudTrail. This enhancement provides visibility into who changed agent activity status, and when changes occurred, helping contact centers maintain clear audit trails. For example, if an agent is scheduled to be on break, a supervisor can change an agent's status from "Available" to "Break", this action is now captured in CloudTrail with details including the supervisor's identity, timestamp, and the specific status change.

Customer Engagement What's New

May 15, 2026
Connect : Amazon Connect Customer: China Calling Compliance Best Practices
Maintaining compliant calling operations to China (country code +86) presents significant challenges for global businesses as telecommunications regulations continue to evolve. If your organization relies on Amazon Connect Customer for customer communications to Chinese destinations, understanding and implementing compliance best practices helps you avoid service disruptions and protect your customer relationships. A global travel services […]

May 14, 2026
Lex : Improve bot accuracy with Amazon Lex Assisted NLU
In this post, you will learn how to implement Assisted NLU effectively. You will learn how to improve your bot design with effective intent and slot descriptions, validate your implementation using Test Workbench, and plan your transition from traditional NLU to Assisted NLU for both new and existing bots.

May 13, 2026
Connect : Configure scheduling notification rules in Amazon Connect Customer
Introduction When you publish a contact center schedule, you assume the people it affects will see it. In practice, that assumption creates operational risk. Agents miss shifts, arrive late to training sessions, or create unplanned coverage gaps because a schedule change was communicated through a bulk email or a channel post that never surfaced in […]

May 06, 2026
Connect : Capita chooses Amazon Connect Customer voice agents to better serve 1.6 million UK residents
Capita is a leading provider of customer experience services for UK public sector organizations and the UK’s first AI enabled Business Process Outsourcer (BPO). Every year, Capita helps a large local council support contacts from 1.6 million residents seeking support for essential services, such as highway maintenance to social care and waste management. The limitations […]

May 06, 2026
Connect : ETERNO Transforms Patient Communication Using Amazon Connect Customer
Learn how Berlin-based healthcare scale-up ETERNO is building a scalable, AI-driven customer experience to serve thousands of patients daily across its growing network of outpatient care providers and doctors. Target metrics > 80% of patient inquiries successfully resolved by AI agents 24/7 availability for appointment booking and rescheduling reducing up to 50% workload of one […]

April 28, 2026
Connect : Top announcements of the What’s Next with AWS, 2026
At the "What's Next with AWS" 2026 event, AWS launched Amazon Quick—an AI assistant for work with a desktop app and expanded integrations—and expanded Amazon Connect into four agentic AI solutions for supply chain, hiring, customer experience, and healthcare. AWS also extended its partnership with OpenAI, bringing models like GPT-5.5, Codex, and Managed Agents to Amazon Bedrock in limited preview.

April 23, 2026
Connect : Amazon Connect: Deploy conversational AI in weeks, not months
New no-code capabilities enable business teams to rapidly deliver sophisticated AI-powered customer experiences without engineering bottlenecks, combining the flexibility of agentic AI with the reliability enterprises demand.  NLX (nlx.ai) is joining Amazon Connect, accelerating the value customers get from Connect’s agentic AI solution. NLX brings sophisticated conversational AI capabilities, and through this acquisition, you can now deploy AI-powered customer experiences in Connect in weeks rather than months without sacrificing the control and reliability your […]

Amazon Contact Center Blogs

May 18, 2026: What's Next with AWS - AI-powered hiring with Amazon Connect Talent | AWS Events

May 08, 2026: Amazon Connect Health: Embedding Agentic AI at the Point of Care

May 07, 2026: Jupiter Medical Center improves access to care with Amazon Connect Customer | Amazon Web Services

May 07, 2026: AWS OnAir ft. PGA TOUR, Amazon Connect Customer, and Kuvia

May 01, 2026: How do I use IAM Identity Center to configure SAML2.0 authentication for an Amazon Connect instance?

April 28, 2026: Introducing Amazon Connect Talent | Your AI-powered hiring solution | Amazon Web Services

April 28, 2026: Amazon Connect Decisions: Supply Chain Planning and Intelligence | Amazon Web Services

April 28, 2026: Introducing Amazon Connect Talent | Your AI-powered hiring solution | Amazon Web Services

April 23, 2026: Improving clinical and business outcomes by improving member engagement with Amazon Connect

Please visit @AmazonWebServices on YouTube

May 15, 2026: A Personalized AI Teammate for Every Agent with Amazon Connect Customer

May 07, 2026: The Amazon Connect Podcast - Ep.19 - Amazon Connect Customer is here! with Iftach Bashan

April 29, 2026: Proactive Multimodal AI Demo for Travel & Hospitality | Amazon Connect Customer

Please visit @AmazonConnectEnablement on YouTube

May 18, 2026
Cases now supports customer profile identity resolution
Connect Customer Cases now automatically reassociates cases when duplicate customer profiles are merged through Identity Resolution in Customer Profiles. When the same customer has multiple profiles—such as when they reach out through different channels or provide different contact details—Identity Resolution detects and merges those duplicates, and Cases brings all associated cases together under the unified profile. Agents see a complete case history for each customer without searching across profiles or piecing together history manually. This feature is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town).

May 18, 2026
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy
Updated the service-linked role managed policy with wisdom:* permissions for Connect AI agents, with an explicit deny for wisdom:DeleteAssistant and wisdom:DeleteKnowledgeBase . For a description of the additional actions, see Connect Customer updates to AWS managed policies .

May 18, 2026
Default Step-by-Step Guides now available for After Contact Work
Connect Customer now supports default Step-by-Step Guides for After Contact Work (ACW), enabling administrators to automatically launch a guide when an agent enters the ACW state. This eliminates the need for agents to manually navigate to the correct application during wrap-up, standardizing post-contact workflows such as logging disposition codes, updating cases, and completing follow-up actions. Organizations can improve consistency, reduce errors, and accelerate agent productivity across contact center operations. This feature is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Canada (Central), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), Europe (London), and AWS GovCloud (US-West). For more information, see Enable smart default guides for ACW .

May 18, 2026
Outbound Campaigns now supports multi-contact time zone detection
Connect Customer Outbound Campaigns now detects customer time zones using all phone numbers and addresses on a customer profile, not just the primary contact fields. When a profile's contact information spans multiple time zones, the system delivers messages only during hours that fall within the configured window across every detected time zone, and skips profiles when no overlap exists. For example, if a customer has a mobile number in Eastern time and a business number in Pacific time with a 9 AM–5 PM delivery window, messages are sent only between 12–5 PM ET when both time zones overlap. This capability is available in all AWS Regions where Connect Customer Outbound Campaigns is offered at no additional cost.

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.