- Amazon Connect adds new upgrades for AI agents
- Agents can now understand, monitor and respond in greater detail
- The goal is “true collaboration” between humans and AI, according to AWS
Your company’s AI agents could soon be smarter and more human in their behavior and decision-making capabilities thanks to a new AWS upgrade.
At its AWS re:Invent 2025 event, the company revealed new additions for Amazon Connect aimed at delivering “seamless customer experiences.”
The new tools will allow AI agents across messaging and voice channels to understand, reason, and act more like humans do – hopefully making the process smoother for everyone.
AWS Connect Upgrades
First launched in 2019, the company says Amazon Connect has already helped businesses deliver automated voice experiences using neural text-to-speech in more than 30 languages and automated speech recognition in more than 25 languages.
Its new upgrades will seek to push these advancements even further, with Nova Sonic’s advanced voice models allowing these agents to deliver “natural, human-like conversations”, including the ability to respond with the appropriate rhythm, tone and understanding in multiple languages and accents.
AWS says these additions to Amazon Connect will create “true collaboration between humans and AI,” giving human workers the ability to focus on building relationships and managing complex situations while AI handles the background, analyzing conversation context and customer sentiment, before suggesting next steps, as well as actively completing tasks such as preparing documentation and managing routine processes.
“By combining real-time journey data with rich customer history, AI agents and customer service representatives can deliver interactions with highly personalized product suggestions at exactly the right time,” AWS explains.
“Instead of waiting for customers to ask, businesses can also anticipate their needs based on their real-time behavior, increasing customer satisfaction while creating new revenue opportunities.”
Importantly, Amazon Connect will also provide AI agent observability, providing “full transparency”, showing you exactly what the AI understood, what tools it used and how it made its decisions, meaning users can optimize performance and ensure compliance going forward.
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