Amazon Connect now allows you to automate email responses and agent routing logic using keyword and phrase conditions, helping organizations increase self-service, reduce manual handling time, and improve routing accuracy. For example, if a customer sends an email asking if a certain product is in stock, or is checking on their shipment status, an automated response can be sent without involving an agent.

To enable this feature, add the Get stored content block to your flows and use accompanying flow blocks such as Check contact attributes and Send message to configure automated email responses and routing.

Amazon Connect email is available in the US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions. To learn more and get started, please refer to the help documentation or visit the Amazon Connect website.

 

​Amazon Connect now allows you to automate email responses and agent routing logic using keyword and phrase conditions, helping organizations increase self-service, reduce manual handling time, and improve routing accuracy. For example, if a customer sends an email asking if a certain product is in stock, or is checking on their shipment status, an automated response can be sent without involving an agent. To enable this feature, add the Get stored content block to your flows and use accompanying flow blocks such as Check contact attributes and Send message to configure automated email responses and routing. Amazon Connect email is available in the US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions. To learn more and get started, please refer to the help documentation or visit the Amazon Connect website.  

Amazon Connect now makes it easier to link related contacts such as email replies, call transfers, persistent chats, and queued callbacks to the same case so agents can view the complete customer journey and resolve issues faster. You can use flows to link a follow-up contact to an existing case, eliminating the need for custom logic or manual linking.

Amazon Connect Cases 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) AWS regions. To learn more and get started, visit the Amazon Connect Cases webpage and documentation.

 

​Amazon Connect now makes it easier to link related contacts such as email replies, call transfers, persistent chats, and queued callbacks to the same case so agents can view the complete customer journey and resolve issues faster. You can use flows to link a follow-up contact to an existing case, eliminating the need for custom logic or manual linking. Amazon Connect Cases 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) AWS regions. To learn more and get started, visit the Amazon Connect Cases webpage and documentation.  

Amazon Connect now allows you to bring your own Amazon Bedrock Knowledge Bases and supports multiple knowledge bases per AI agent, giving you greater flexibility in how you organize and access knowledge content for your AI agents. You can now connect your existing Bedrock Knowledge Bases directly to Amazon Connect AI agents in just a few clicks, with no additional setup or data duplication required. This allows you to leverage your current data sources and the Amazon Bedrock Knowledge Base connectors, including Adobe Experience Manager, Confluence, SharePoint, and OneDrive, giving you flexibility to use existing content repositories.

With support for multiple knowledge bases per AI agent, you can configure AI agents to query multiple sources in parallel for more comprehensive responses. For example, a financial services company can easily connect separate knowledge bases for compliance documentation, product information, and internal policies, enabling AI agents to provide complete guidance across all relevant content during customer interactions.

This feature is available in all AWS Regions where Amazon Connect AI agents and Amazon Bedrock Knowledge Bases are offered. To learn more about these features, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, the AWS cloud-based contact center, and Amazon Connect AI agents please visit the Amazon Connect Website.

 

​Amazon Connect now allows you to bring your own Amazon Bedrock Knowledge Bases and supports multiple knowledge bases per AI agent, giving you greater flexibility in how you organize and access knowledge content for your AI agents. You can now connect your existing Bedrock Knowledge Bases directly to Amazon Connect AI agents in just a few clicks, with no additional setup or data duplication required. This allows you to leverage your current data sources and the Amazon Bedrock Knowledge Base connectors, including Adobe Experience Manager, Confluence, SharePoint, and OneDrive, giving you flexibility to use existing content repositories. With support for multiple knowledge bases per AI agent, you can configure AI agents to query multiple sources in parallel for more comprehensive responses. For example, a financial services company can easily connect separate knowledge bases for compliance documentation, product information, and internal policies, enabling AI agents to provide complete guidance across all relevant content during customer interactions. This feature is available in all AWS Regions where Amazon Connect AI agents and Amazon Bedrock Knowledge Bases are offered. To learn more about these features, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, the AWS cloud-based contact center, and Amazon Connect AI agents please visit the Amazon Connect Website.  

Today, Amazon Connect is launching AI-powered predictive insights that transform how businesses understand and serve their customers. This new feature set builds upon Connect’s existing customer profiles, introducing five recommendation algorithms that leverage AI to analyze customer behavior patterns and interaction history. These AI-powered insights are available for both self-service and agent interactions, enabling businesses to transform all customer touchpoints – from suggesting complementary products during service calls to providing smart product discovery through intelligent chat experiences by leveraging their existing customer data within Connect Customer Profiles. Businesses can also leverage these AI-powered insights to build their Connect AI agent for specialized for sales.

The five recommendation algorithms are as follows: «Recommended for You» provides tailored suggestions based on individual user interactions patterns with any catalog; «Similar Items» uses generative AI to suggest alternative products or services; «Frequently Paired Items» powers cross-selling by identifying complementary product or service combinations, «Popular Items» surfaces top-performing product recommendations, and «Trending Now» captures real-time customer interest for timely engagement.

With Amazon Connect Customer Profiles, you only pay-as-you-go for utilized profiles. Public preview for AI-powered predictive insights is available in Europe (Frankfurt), US East (N. Virginia), Asia Pacific (Seoul), Asia Pacific (Tokyo), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central).

To learn more, visit our webpages for Customer Profiles.

 

​Today, Amazon Connect is launching AI-powered predictive insights that transform how businesses understand and serve their customers. This new feature set builds upon Connect’s existing customer profiles, introducing five recommendation algorithms that leverage AI to analyze customer behavior patterns and interaction history. These AI-powered insights are available for both self-service and agent interactions, enabling businesses to transform all customer touchpoints – from suggesting complementary products during service calls to providing smart product discovery through intelligent chat experiences by leveraging their existing customer data within Connect Customer Profiles. Businesses can also leverage these AI-powered insights to build their Connect AI agent for specialized for sales. The five recommendation algorithms are as follows: «Recommended for You» provides tailored suggestions based on individual user interactions patterns with any catalog; «Similar Items» uses generative AI to suggest alternative products or services; «Frequently Paired Items» powers cross-selling by identifying complementary product or service combinations, «Popular Items» surfaces top-performing product recommendations, and «Trending Now» captures real-time customer interest for timely engagement. With Amazon Connect Customer Profiles, you only pay-as-you-go for utilized profiles. Public preview for AI-powered predictive insights is available in Europe (Frankfurt), US East (N. Virginia), Asia Pacific (Seoul), Asia Pacific (Tokyo), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central). To learn more, visit our webpages for Customer Profiles.  

Amazon Connect now provides businesses with the ability to automatically evaluate the quality of self-service interactions and get aggregated insights to improve customer experience. Managers can define custom criteria to assess the quality of self-service interactions, that can be filled manually or automatically using insights from conversational analytics, and other Connect data. For example, you can automatically assess if the AI agent repeatedly fails to understand the customer, resulting in poor customer sentiment and transfer to a human agent. Managers can review these insights in aggregate and on individual contacts, alongside self-service interaction recordings and transcripts, to identify opportunities to improve AI agent performance.

Manually filled evaluations of self-service interactions are available in all regions where Amazon Connect is offered. Automated evaluations of self-service interactions are available in the following AWS regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Europe (Frankfurt). For information about Amazon Connect pricing, please visit our pricing page. To learn more, please visit our documentation and our webpage.  

 

​Amazon Connect now provides businesses with the ability to automatically evaluate the quality of self-service interactions and get aggregated insights to improve customer experience. Managers can define custom criteria to assess the quality of self-service interactions, that can be filled manually or automatically using insights from conversational analytics, and other Connect data. For example, you can automatically assess if the AI agent repeatedly fails to understand the customer, resulting in poor customer sentiment and transfer to a human agent. Managers can review these insights in aggregate and on individual contacts, alongside self-service interaction recordings and transcripts, to identify opportunities to improve AI agent performance. Manually filled evaluations of self-service interactions are available in all regions where Amazon Connect is offered. Automated evaluations of self-service interactions are available in the following AWS regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Europe (Frankfurt). For information about Amazon Connect pricing, please visit our pricing page. To learn more, please visit our documentation and our webpage.    

Amazon Connect now allows you to customize the visual appearance of the agent workspace. You can apply a custom theme, including a logo, font, and color palette for light and dark modes, so the agent workspace aligns with the brand identity of your company or business unit.

Contact center agents spend hours each day in the Amazon Connect agent workspace, which provides them with all of the customer information, applications, and step-by-step guidance they need to deliver superior customer experiences. With today’s launch, organizations can change the default Amazon Connect theme to their own branded experience, creating a more familiar and intuitive experience for agents who use the agent workspace and other company applications. The agent workspace also has a new header bar where agents can easily access their settings, including their preference of light and dark mode, contributing to greater agent satisfaction and efficiency.

The Amazon Connect agent workspace is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), Europe (London), and AWS GovCloud (US-West).

To learn more and get started, see the administrator guide and developer guide.

 

​Amazon Connect now allows you to customize the visual appearance of the agent workspace. You can apply a custom theme, including a logo, font, and color palette for light and dark modes, so the agent workspace aligns with the brand identity of your company or business unit. Contact center agents spend hours each day in the Amazon Connect agent workspace, which provides them with all of the customer information, applications, and step-by-step guidance they need to deliver superior customer experiences. With today’s launch, organizations can change the default Amazon Connect theme to their own branded experience, creating a more familiar and intuitive experience for agents who use the agent workspace and other company applications. The agent workspace also has a new header bar where agents can easily access their settings, including their preference of light and dark mode, contributing to greater agent satisfaction and efficiency. The Amazon Connect agent workspace is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), Europe (London), and AWS GovCloud (US-West). To learn more and get started, see the administrator guide and developer guide.  

AWS Clean Rooms now enables you and your partners to generate privacy-enhancing synthetic datasets from your collective data to train regression and classification machine learning (ML) models.

Synthetic dataset generation allows you and your partners to create training datasets with similar statistical properties to the original data, without the training code having access to real records. This new capability de-identifies subjects—such as people or entities about whom data has been collected—in the original data, mitigating the risk that a model will memorize information about individuals in the training data. This unlocks new ML model training use cases that were previously restricted by privacy concerns, such as campaign optimization, fraud detection, and medical research. For example, an airline with a proprietary algorithm wants to collaborate with a hotel brand to offer joint promotions to high-value customers, but neither organization wants to share sensitive consumer data. Using AWS Clean Rooms ML, they can generate a synthetic version of their collective dataset to train the model without exposing raw data—enabling more accurate promotions targeting while protecting customer privacy.

For more information about the AWS Regions where AWS Clean Rooms ML is available, see the AWS Regions table. To learn more, visit AWS Clean Rooms ML.

 

​AWS Clean Rooms now enables you and your partners to generate privacy-enhancing synthetic datasets from your collective data to train regression and classification machine learning (ML) models.
Synthetic dataset generation allows you and your partners to create training datasets with similar statistical properties to the original data, without the training code having access to real records. This new capability de-identifies subjects—such as people or entities about whom data has been collected—in the original data, mitigating the risk that a model will memorize information about individuals in the training data. This unlocks new ML model training use cases that were previously restricted by privacy concerns, such as campaign optimization, fraud detection, and medical research. For example, an airline with a proprietary algorithm wants to collaborate with a hotel brand to offer joint promotions to high-value customers, but neither organization wants to share sensitive consumer data. Using AWS Clean Rooms ML, they can generate a synthetic version of their collective dataset to train the model without exposing raw data—enabling more accurate promotions targeting while protecting customer privacy.
For more information about the AWS Regions where AWS Clean Rooms ML is available, see the AWS Regions table. To learn more, visit AWS Clean Rooms ML.  

Amazon SageMaker Catalog now provides automated data classification that suggests business glossary terms during data publishing, reducing manual tagging effort and improving metadata consistency across organizations.

This capability analyzes table metadata and schema information using Amazon Bedrock’s language models to recommend relevant terms from organizational business glossaries. Data producers receive AI-generated suggestions for business terms defined within their glossaries, which include both functional terms and sensitive data classifications such as PII and PHI, making it easy to tag their datasets with standardized vocabulary. Producers can accept or modify these suggestions before publishing, ensuring consistent terminology across data assets and improving data discoverability for business users.

Automated data classification is available in US East (N. Virginia, Ohio), US West (Oregon), Asia Pacific (Tokyo, Seoul, Singapore, Sydney, Mumbai), and Europe (Frankfurt, Ireland, London, Paris) AWS regions where Amazon
SageMaker operates.

To get started, go to SageMaker Unified Studio to configure your business glossary to generate recommendations for business glossary terms. You can also use the AWS CLI or SDKs to programmatically manage glossary term suggestions.
For more information, see the SageMaker Catalog user guide.

 

​Amazon SageMaker Catalog now provides automated data classification that suggests business glossary terms during data publishing, reducing manual tagging effort and improving metadata consistency across organizations. This capability analyzes table metadata and schema information using Amazon Bedrock’s language models to recommend relevant terms from organizational business glossaries. Data producers receive AI-generated suggestions for business terms defined within their glossaries, which include both functional terms and sensitive data classifications such as PII and PHI, making it easy to tag their datasets with standardized vocabulary. Producers can accept or modify these suggestions before publishing, ensuring consistent terminology across data assets and improving data discoverability for business users. Automated data classification is available in US East (N. Virginia, Ohio), US West (Oregon), Asia Pacific (Tokyo, Seoul, Singapore, Sydney, Mumbai), and Europe (Frankfurt, Ireland, London, Paris) AWS regions where Amazon SageMaker operates. To get started, go to SageMaker Unified Studio to configure your business glossary to generate recommendations for business glossary terms. You can also use the AWS CLI or SDKs to programmatically manage glossary term suggestions. For more information, see the SageMaker Catalog user guide.  

Amazon Connect now supports message streaming for AI-powered chat interactions. This new capability shows Connect AI agent responses as they’re being generated, which reduces perceived wait times and improves the customer experience.

When using Amazon Connect AI agents, customers see status updates like «One moment while I review your account» during processing, and watch responses appear progressively. This experience gives customers confidence their request is actively being worked on while AI agents reason, invoke tools, and craft comprehensive solutions.

Message streaming for AI-powered interactions is now available in the following regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), Europe (London) and Africa (Cape Town). To learn more, visit the Amazon Connect documentation.

 

​Amazon Connect now supports message streaming for AI-powered chat interactions. This new capability shows Connect AI agent responses as they’re being generated, which reduces perceived wait times and improves the customer experience. When using Amazon Connect AI agents, customers see status updates like «One moment while I review your account» during processing, and watch responses appear progressively. This experience gives customers confidence their request is actively being worked on while AI agents reason, invoke tools, and craft comprehensive solutions. Message streaming for AI-powered interactions is now available in the following regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), Europe (London) and Africa (Cape Town). To learn more, visit the Amazon Connect documentation.  

Amazon Connect now supports agent-initiated workflows, enabling agents to send interactive forms to collect sensitive data or share general policies and disclosures within customer chat conversations, increasing efficiency and improving customer experience. For example, when a customer needs to update their address, agents can now send a form that customers complete without leaving the chat interface.

Agents can trigger these workflows at any point during a chat conversation, making interactions more dynamic and responsive to customer needs. By handling everything within the ongoing chat conversation, businesses can maintain security and compliance standards while helping customers get faster solutions.

These new agent capabilities are now available in the following regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), Europe (London), and Africa (Cape Town). To learn more, visit the Amazon Connect documentation.

 

​Amazon Connect now supports agent-initiated workflows, enabling agents to send interactive forms to collect sensitive data or share general policies and disclosures within customer chat conversations, increasing efficiency and improving customer experience. For example, when a customer needs to update their address, agents can now send a form that customers complete without leaving the chat interface. Agents can trigger these workflows at any point during a chat conversation, making interactions more dynamic and responsive to customer needs. By handling everything within the ongoing chat conversation, businesses can maintain security and compliance standards while helping customers get faster solutions. These new agent capabilities are now available in the following regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), Europe (London), and Africa (Cape Town). To learn more, visit the Amazon Connect documentation.