At\u202fAWS, we’ve always believed in putting the most powerful technology in the hands of anyone who needs it.\u202fAI\u202fhas 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.<\/p>\n
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\u202fAmazon Connect Health. All four are designed to integrate into how your teams already work, not the other way around.<\/p>\n
You may already know Amazon Connect. It began as the technology powering Amazon’s retail customer service, and we’ve spent years learning how to run it at scale. That success taught us how to build AI solutions that work in the real world, and now we’re applying those same learnings across other critical business functions where we have similar operational expertise. As part of this evolution, our original customer engagement solution, Amazon Connect, is now called Amazon Connect Customer.<\/p>\n
These new Connect solutions draw on our expertise incorporating agents throughout Amazon’s operations. We oversee a supply chain with more than 400 million SKUs.\u202fWe hired 250,000 seasonal employees\u202ffor the 2025 peak season alone. We handle millions of customer interactions every day. We support clinicians and patients through\u202fOne Medical\u202fand\u202fAmazon Pharmacy. We’ve built AI systems not just to think about these challenges but to solve them in the real world, at scale, every single day.<\/p>\n
Amazon Connect Decisions optimizes supply chains while humans stay in control<\/strong><\/p>\n Supply chain disruptions take most companies more than two weeks to resolve, with many facing delays that cost millions in working capital, stockouts, and penalties. Teams spend days gathering data manually, coordinating across fragmented systems, and trying to translate demand forecasts into executable supply plans. When a supplier falls behind or a promotion overperforms, planners often spend days in spreadsheets and emails trying to understand what changed and who will be impacted before they can even decide what to do.<\/p>\n Amazon Connect Decisions is built on more than 25 specialized supply chain tools and 30 years of Amazon operational science, including one of\u202fAmazon\u2019s Supply Chain Optimization Technologies\u202f(SCOT) foundation models. It starts with the goals your company wants to optimize and adapts to how your business runs.<\/p>\n Every decision compounds: the AI gets smarter, the whole team gets better, and routine exceptions start resolving themselves. And because every plan gets smarter from execution feedback, and every decision gets better from planning context, Connect Decisions creates a compounding advantage that appreciates over time. Companies like Wells Vehicle Electronics and TVS Motors are already using Connect Decisions to transform their supply chain operations. Learn more about\u202fConnect Decisions.<\/p>\n Amazon Connect Talent accelerates hiring from weeks to days<\/strong><\/p>\n Hiring at scale is something we’ve learned a lot about at Amazon. For example, during last year\u2019s peak season, we hired 250,000 seasonal employees. Recruiters at any company can often start an average week with more applications than they\u2019re able to work through, even if many of the candidates could be a great fit.<\/p>\n Amazon Connect Talent accelerates the entire hiring process from job description to hiring decision. Starting with an existing job description, AI agents analyze the role requirements and generate a complete interview plan\u2014identifying key competencies, creating structured questions, and building evaluation criteria. Recruiters review and approve the plan before any candidates are contacted. Once approved, the system automatically invites candidates to interview on their own schedule, 24\/7. For candidates, this means a recruitment process that fits their life. No more trying to schedule phone screens during work hours or missing opportunities because of scheduling conflicts. Interview at 9 p.m. after putting the kids to bed, during a lunch break, or on a weekend\u2014whenever works best. AI agents conduct voice interviews around the clock, asking consistent, job-related questions and adapting naturally to candidate responses.<\/p>\n Candidates can represent themselves through natural conversation rather than submitting an application into the void. The agent does the legwork overnight, so the recruiter walks in the next morning to a prepared brief with anonymized competency scores, full transcripts, and notes\u2014not a blank page\u2014before evaluating if the candidate is a good fit for the role.<\/p>\n Amazon Connect Customer brings proven capabilities to customer engagement<\/strong><\/p>\n For years, companies like\u202fState Farm,\u202fAir Canada, and\u202fU.S. Bank\u202fhave relied on Amazon Connect Customer, previously known as Amazon Connect, to deliver intelligent, personalized customer experiences across voice, chat, and digital channels.<\/p>\n 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. Business teams can design and deploy sophisticated customer experiences directly, handling complex workflows from identity verification and payment processing to personalized product or service recommendations and issue resolution. Once deployed, they can keep iterating, make changes, and measure results immediately.<\/p>\n