Agentic AI with Amazon Connect

on YouTube ↗43m

" summary

Amazon Connect presents an integrated contact‑centre stack with 4.4 million calls redirected and 235,000 agent hours saved at one customer, unlimited AI pricing, and built‑in analytics (Contact Lens) for 100% contact analysis. Public sector use shows 2,000 trained staff, ~4 million annual contacts, 33% uptake of a “hold your place in queue” callback, and live post‑call summarization running ~4,000 calls/day to cut after‑call work. Supports Neve and third‑party TTS/STT (11 Labs, Deepgram) and PPS‑based authentication.

AI-written summary · about

" chapters (8)

1. 0:00Introduction to AWS AI
2. 1:51The customer experience gap
3. 4:20Revolutionizing contact centers
4. 7:37Amazon Connect innovation
5. 11:05Customer experience standards
6. 14:33The pillars of agentic AI
7. 18:09Technological roadmap
8. 22:08Panel discussion

" related talks

• 39mPotencie su centro de contacto con la inteligencia artificialFernando Fouillioux · AWS Summit Mexico City 2022
• 29mAmazon Connect and the future of cloud contact centersElaine Mah, Erin Hall · AWS AMER Summit May 2021
• 51mUnleash innovation in your contact center with Amazon ConnectLisa Abbott · AWS Summit San Francisco 2022
• 29mDifferent Customer Experience with Amazon ConnectDouglas Park · AWS Summit Sydney 2025
• 53mdelivers seamless customer experiences withChris Featherstone, Randy Hand · AWS Summit San Francisco 2022
• 21mIntroduction to Data-Driven Customer EngagementGabe Hollombe · AWS Summit Online 2020
• 34mCognizant Intelligent Interactions: Elevating your customer experienceKelly Slothower · AWS re:Invent 2023
• 31mAmazon Connect and the Future of Cloud Contact CentersAngelica Ortega · AWS Summit Online América 2021