- Amazon Connect adds new upgrades to AI agents
- Agents can now understand, monitor and respond in greater detail
- The goal is “true collaboration” between humans and AI, AWS says
Your company’s AI agents may soon become smarter and more human-like in their behavior and decision-making abilities, thanks to a new upgrade from AWS.
At its AWS re:Invent 2025 event, the company has unveiled new additions to Amazon Connect that aim to deliver “seamless customer experiences.”
The new tools will enable AI agents on messaging and voice channels to understand, reason and act more like humans do – hopefully making the process smoother for everyone.
AWS Connect Upgrades
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 upgrades will look to take this progress even further, with advanced speech models from Nova Sonic allowing these agents to deliver “natural, human-like conversations”, including the ability to respond with the right pace, tone and understanding across multiple languages and accents.
AWS says these additions to Amazon Connect will create “true collaboration between humans and AI,” giving human workers the opportunity to focus on building relationships and handling complex situations, while AI manages the background, analyzes conversation context and customer sentiment before suggesting next steps, and actively performs tasks such as preparing documentation and managing 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 time,” says AWS.
“Instead of waiting for customers to ask, companies can also anticipate needs based on real-time behavior, increasing satisfaction while creating new revenue opportunities.”
Importantly, Amazon Connect will also provide AI agent observability, offering “complete transparency” that shows you exactly what the AI understood, what tools it used and how it reached its decisions, meaning users can optimize performance and ensure compliance going forward.
Follow TechRadar on Google News and add us as a preferred source to get our expert news, reviews and opinions in your feeds. Be sure to click the Follow button!
And of course you can too follow TechRadar on TikTok for news, reviews, video unboxings, and get regular updates from us on WhatsApp also.
