Amazon Connect is AWS's cloud contact center and customer experience service, now centered on agentic AI. AI agents resolve issues on their own by processing returns, updating accounts or rebooking flights, and hand off to human agents with full context when a customer escalates. Conversations run over chat, voice, email and SMS. Billing is usage-based with no fixed costs, no seat licensing and no minimums: chat is $0.010 per message, voice $0.038 per minute, email $0.080 and SMS $0.014.
Contact center leaders, CX product managers and IT teams at large organizations are the primary audience, particularly in retail, financial services, healthcare, travel and automotive. Business users can build customer-facing conversational AI on a no-code visual canvas, while supervisors get forecasting, scheduling, performance evaluations and automated coaching. AWS cites Gartner and Forrester leader placements for contact-center-as-a-service in 2025.
Typical deployments replace or modernize a support queue with AI agents handling routine requests, while human agents receive real-time assist, recommended next steps and post-contact summaries. Proactive and outbound engagement lets a business reach customers before they call, and conversational analytics surface recurring friction across all interactions. Customer examples include Cochlear scaling quality evaluations 22 times over, TUI reducing fragmented customer experience, and Toyota and American Airlines running CX programs on the service. Patented Live Sync lets customers follow along visually as AI guides them through forms and confirmations while a chat moves to voice with context carried across channels. Pricing stays tied to consumption, so a team can start with a single channel and add others as volume grows.
