- Amazon Connect adds new updates for AI agents
- Agents can now understand, monitor and respond in greater detail
- The goal is “true collaboration” between humans and AI, says AWS
Your company’s AI agents could soon be smarter and more human in their behavior and decision-making abilities thanks to a new AWS update.
At its AWS re:Invent 2025 event, the company revealed new additions to Amazon Connect aimed at delivering “seamless customer experiences.”
The new tools will allow AI agents in voice and messaging channels to understand, reason and act more like humans do, hopefully making the process easier for everyone.
AWS Connect updates
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 updates will look to take this progress even further, with Nova Sonic’s advanced voice models allowing these agents to deliver “natural, human conversations,” including the ability to respond with the appropriate pace, tone, and understanding across multiple languages and accents.
AWS says these additions to Amazon Connect will create “true human-AI collaboration,” giving human workers the ability to focus on building relationships and handling complex situations while AI manages the background, analyzing conversation context and customer sentiment, before suggesting next steps, as well as actively completing tasks like preparing documentation and handling routine processes.
“By combining real-time clickstream data with rich customer history, AI agents and customer service representatives can deliver interactions with highly personalized product suggestions at exactly the right moment,” AWS says.
“Rather than waiting for customers to ask, businesses can also anticipate needs based on behavior in real time, increasing satisfaction while creating new revenue opportunities.”
Importantly, Amazon Connect will also provide observability of AI agents, offering “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 in the future.
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