Connect Customer
Connect Customer is an AI-native solution that helps companies of any scale deliver
exceptional customer experiences at every touchpoint. You can use fully autonomous AI agents,
a blend of AI and human agents working together, or fully human-supported experiences. AI is
embedded across all channels for every customer, with simple per-channel pricing. For more
information, visit Connect Customer
Pricing
Contents
AI capabilities
Connect Customer embeds AI at every stage of the customer journey. The following capabilities are included with Connect Customer.
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End-customer self-service â agentic voice and agentic chat powered by AI agents
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Generative speech â Amazon Polly generative voices and third-party speech-to-text (STT) and text-to-speech (TTS) model configuration
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Real-time agent assistance â AI-powered recommendations and next-best-action guidance during live conversations
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Conversational analytics and post-contact summaries â sentiment analysis, theme detection, and automated summaries across voice, chat, messaging, and email
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AI-powered case summarization â automatically generated case summaries to accelerate resolution
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Performance evaluations â evaluate both human agents and self-service interactions
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Forecasting and agent scheduling â predict contact volumes and optimize agent schedules
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Flow designer analytics â insights into contact flow performance
Features only available in Connect Customer
The following features are only available in Connect Customer. They are not included in Connect Customer Basic.
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Agentic customer experience designer (ACXD)
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No-code visual canvas
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Blended AI logic â agentic AI reasoning and deterministic AI
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Live sync of web or mobile app during live voice or chat
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50+ languages
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100+ voices
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Third-party speech-to-text (STT) and text-to-speech (TTS) model support
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Out-of-the-box AI agent performance metrics evaluated using LLM-as-a-judge
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AI assistant for natural language configuration
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Step-by-step guides
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Workspace pages
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Queue management
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Customer-first callbacks â dials the customer first and only offers the callback to an agent if the customer answers the call
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Email conversational analytics, including:
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Sensitive data redaction
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Summarization
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Categorization
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Rules-based actions
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Case summarization
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Information extraction
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Rules-based information extraction for voice and chat contacts
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Recording ingestion and conversational analytics
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Self-service interaction evaluations
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AI agent performance evaluations
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Custom metrics in dashboards and APIs â build tailored views of contact center performance
Updating an existing instance to Connect Customer
All new instances are Connect Customer instances.
If your Connect Customer instance was created before Connect Customer was available, you might need to update your instance to Connect Customer.
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Log in to the AWS Management Console using your AWS account.
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In the AWS Management Console, in the search box, type Connect Customer. Choose Connect Customer.
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On the Connect Customer virtual contact center instances page, choose the instance alias where you want to enable Connect Customer.
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In the navigation pane, choose Connect Customer.
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In the Enable Connect Customer across your entire instance section, confirm the status is Not enabled.
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Choose Enable.
How to switch to Customer Basic
Connect Customer Basic does not include all the features available in Connect Customer. If you switch to Connect Customer Basic, you lose access to the features listed in Features only available in Connect Customer, and some capabilities you currently use might no longer be available.
Warning
If features only available in Connect Customer are configured in contact flows and you switch to Connect Customer Basic, you might encounter runtime errors.
Complete the following steps to switch from Connect Customer to Connect Customer Basic for a given Connect Customer instance.
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Log in to the AWS Management Console using your AWS account.
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In the AWS Management Console, in the search box, type Connect Customer. Choose Connect Customer.
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On the Connect Customer virtual contact center instances page, choose the instance alias where you want to switch to Customer Basic.
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In the navigation pane, choose Connect Customer.
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In the Enable Connect Customer across your entire instance section, confirm the status is enabled.
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Choose Disable.
A dialog box appears prompting you to confirm that you want to switch to Customer Basic. Choose Disable to confirm.
