NewAI solutions cover business decisions, talent acquisition, customer experience, and healthcare, drawing on decades of Amazon’s operational expertise and experience
- Amazon Connect is expanding from a single product into fourAgentic AI solutions designed to seamlessly integrate with existing workflows.
- The suite includesAmazon Connect Decisions (supply chain),Amazon Connect Talent (recruitment),Amazon Connect Customer (customer experience), andAmazon Connect Health (healthcare).
- Each solution is built on Amazon’s own decades of experience managing complex operations at scale.
- The originalAmazon Connect, used by companies like State Farm and Air Canada, has been renamedAmazon Connect Customer.
BeijingApril 29, 2026 /PRNewswire/ — Amazon Web Services (AWS) announced a comprehensive upgrade to Amazon Connect, expanding it from a single product into four Agentic AI solutions covering business decisions, talent acquisition, customer experience, and healthcare. These four solutions are: Amazon Connect Decisions for enterprise operational decisions, Amazon Connect Talent for large-scale talent acquisition, Amazon Connect Customer for customer experience, and Amazon Connect Health for the healthcare sector. Each solution is built on Amazon’s own decades of experience managing complex operations at scale and seamlessly integrates into existing team workflows, allowing enterprises to deploy quickly without restructuring business processes.
AWS has always believed in putting the most powerful technology within reach of everyone who needs it. AI capabilities have now reached unprecedented heights, with adoption more widespread than ever. However, translating this power into meaningful changes in how teams work is no easy feat. Most solutions require processes to be rebuilt around them, demanding significant management changes and technical restructuring, often taking months to show results. This creates a gap between advanced technology and user needs. The expanded portfolio of Amazon Connect Agentic AI solutions is each built for specific business challenges, designed to fit into how teams already work, rather than requiring teams to adapt to them.
Amazon Connect was originally the technology powering Amazon’s retail customer service, learning over years how to operate at scale. This success provided insights into building AI solutions that work in the real world, and these insights are now being applied to other critical business functions with similar operational expertise.
The new Amazon Connect solutions draw on Amazon’s practical experience deploying agents across its operations—managing a supply chain with over 400 million SKUs (stock-keeping units), hiring 250,000 seasonal employees in the 2025 peak season alone, handling millions of customer interactions daily, and supporting clinicians and patients through Amazon One Medical and Amazon Pharmacy. Amazon builds AI systems not just to think about these challenges, but to solve real-world problems at scale every day.
Amazon Connect Decisions optimizes supply chains while maintaining human control
When supply chains are disrupted, most enterprises take at least two weeks to recover, resulting in millions of dollars in losses from tied-up working capital, stockout costs, and penalty fees. Teams spend days manually collecting data, coordinating across fragmented systems, and trying to translate demand forecasts into actionable supply plans. When supplier deliveries are delayed or promotional activities exceed expectations, planners often spend days in spreadsheets and emails trying to understand what changed and who is affected before deciding how to respond.
Amazon Connect Decisions is built on over 25 specialized supply chain tools and 30 years of Amazon’s operations science, including one of the foundational models from Amazon’s Supply Chain Optimization Technology (SCOT). It starts from the goals an enterprise wants to optimize and adapts to its specific operating model.
Unlike traditional systems that require significant time and resources for configuration, Amazon Connect Decisions provides predictive models and AI agents that handle the heavy lifting. AI teammates understand business context, configure precise predictive models for each product, and dynamically update as the business evolves. They proactively gather key information that might impact forecasts (such as upcoming promotions or holidays) and factor these into results. Throughout the process, they provide full visibility and transparency into AI recommendations and decision logic, keeping control firmly in the hands of the enterprise. AI teammates also continuously learn from the team’s decision-making behavior, turning accumulated experience into more accurate planning, analysis, and recommendations.
This intelligent solution is driven by advanced predictive technology that adapts to any demand scenario. First, Amazon Connect Decisions matches the optimal model combination for any demand pattern—whether for stable regular products, highly volatile bestsellers, or entirely new products with no historical data. At its core, agents work collaboratively with localized integrated forecasting models, including the time series forecasting foundation model Chronos2 and models from the SCOT system, automatically selecting and tuning the best model combination for each product.
When a manufacturing company launches a new auto part with no sales history, Amazon Connect Decisions can correlate market signals from similar categories, analyze historical new product launch performance, and incorporate regional demand characteristics to generate a complete demand plan in minutes. When planners adjust forecasts or add business context, the agent captures this knowledge and applies it to similar products—like a great teammate. What used to take weeks now takes minutes.
Second, Amazon Connect Decisions condenses thousands of alerts into a few truly important, actionable priorities. When real-world disruptions occur (e.g., declining supplier fill rates, surging demand in a region, or safety stock thresholds being breached), Amazon Connect Decisions doesn’t overwhelm planners with noise. Like a sharp analyst before walking into the office, it triages the queue, filters out the priority exceptions requiring judgment, automatically traces root causes, and provides solution options with estimated impact, cost, and confidence scores. When a planner selects an option and explains their reasoning, the system absorbs that logic and applies it to future work—like a great team member.
Every decision creates a compounding effect: the AI gets smarter, the whole team improves, and routine exceptions begin to resolve automatically. Because every plan becomes smarter through execution feedback, and every decision improves through planning context, Amazon Connect Decisions creates a compounding advantage that grows over time. Companies like Wells Vehicle Electronics and TVS Motors are already using Amazon Connect Decisions to optimize their supply chain operations. Click here to learn more about Amazon Connect Decisions.
Amazon Connect Talent reduces hiring time from weeks to days
Large-scale hiring is an area where Amazon has deep experience. For example, in the 2025 peak season alone, Amazon hired 250,000 seasonal employees. Any company’s recruiters starting a typical week may face more applications than they can handle, even if many candidates are well-suited for the roles.
Many enterprises face the same challenge with high-volume hiring. Every unfilled position drags on business momentum, causes revenue loss, and impacts customer experience. For organizations hiring at scale—whether filling hundreds of seasonal positions, staffing a new location, or managing continuous hiring—this challenge is even more pronounced. Recruiters juggle between fragmented tools to post jobs, screen applications, and schedule interviews, all while racing against hiring deadlines. Poor job-person fit leads to high early turnover, while hiring delays allow talent with the right skills to move to faster-moving competitors.
Amazon Connect Talent accelerates the entire hiring process from job description to hiring decision. Starting from an existing job description, the AI agent analyzes requirements and generates a complete interview plan: defining core competencies, designing structured interview questions, and establishing evaluation criteria. Recruiters review and approve the plan before contacting any candidates. Once approved, the system automatically sends interview invitations to candidates around the clock, allowing them to schedule interviews at their convenience. For candidates, this means the hiring process fits their lifestyle: no more taking time off work for initial phone screenings or missing opportunities due to scheduling conflicts. The AI agent conducts voice interviews 24/7, asking consistent, job-relevant questions and naturally adapting to candidates’ responses.
Candidates can fully showcase themselves through natural conversation, rather than submitting an application that disappears into a void. The agent handles all the groundwork overnight, so when recruiters arrive the next day, they face not a blank page but a ready-to-use evaluation brief with anonymized competency scores, complete interview transcripts, and key notes for quick assessment of candidate suitability.
Amazon Connect Talent aims to enhance objectivity in the hiring process, focusing on skills and competency assessment rather than demographic information. Candidate names and all identifying information are removed from the recruiter’s dashboard, meaning recruiters see competency scores and interview performance data instead of traditional resumes. This skills-based assessment model accurately matches capable candidates with suitable roles, helping recruiters objectively compare hundreds of applicants and make data-driven hiring decisions.
By evaluating candidates through job-relevant assessment systems, the AI agent can screen qualified candidates faster than traditional processes. Recruiters can view AI-generated scores along with complete interview transcripts and key notes. The agent shows its evaluation reasoning, with the final hiring decision remaining with the recruiter. This model allows recruiters to focus on building talent relationships rather than handling administrative tasks. The result is faster hiring, better job-person fit, and a candidate experience that respects their time. Click here to learn more about Amazon Connect Talent.
Amazon Connect Customer brings proven capabilities to customer interactions
For years, companies like State Farm, Air Canada, and Bank of America have relied on Amazon Connect Customer to deliver intelligent, personalized customer experiences across voice, chat, and digital channels.
Since AWS launched full-stack agent capabilities last year, enterprise customers have sought to expand use cases: for example, AI agents that recognize a customer calling about a flight delay and proactively offer rebooking options, or real-time assistance that provides agents with relevant account history and next-step guidance to resolve billing issues faster. However, many enterprises remain constrained by legacy platforms that act as black boxes, requiring proprietary professional services to integrate with modern AI systems, preventing rapid innovation, customer experience optimization, and adaptation to changing customer needs.
Amazon Connect Customer now offers new configuration capabilities that help enterprises reduce conversational AI deployment from months to weeks, enabling customer experience configuration without technical expertise. Business teams can directly design and deploy complex customer service experiences, handling end-to-end workflows from identity verification and payment processing to personalized product or service recommendations and issue resolution. Once deployed, teams can continuously iterate, adjust configurations in real-time, and measure results.
Enterprise customers, including United Airlines, have used these capabilities to deploy complex conversational AI experiences in just three months, going from initial concept to live production handling real customer interactions. This process traditionally takes six months or longer. This rapid deployment model, without sacrificing service quality or requiring extensive technical resources, significantly shortens the time-to-value from proof of concept to production. Click here to learn more about Amazon Connect Customer.
AI reshapes the way we work
Amazon Connect represents a new paradigm for building AI solutions for enterprises. Rather than adding AI features to existing software, these products are designed from the ground up around a simple principle: AI should collaborate like a teammate, not just function as a tool.
AWS calls this design philosophy “humorphism.” Traditional software interfaces are built on the “desktop” metaphor, interacting through folders, files, and buttons—a metaphor that made sense when computers were merely tools for operation. But AI agents can reason, remember, and act independently. They need a different interface, one that mimics how people actually collaborate. When a colleague notices someone struggling with a problem, they proactively offer help. When they see someone is focused, they wait patiently. When they learn something new, they apply it in the future. The Amazon Connect suite operates the same way: it learns business context, adapts to team workflows, and becomes smarter over time.
The Amazon Connect suite provides purpose-built Agentic AI capabilities in areas where they can generate the most value. They integrate into existing processes as AI teammates, empowering employees to reach their full potential while improving core business metrics critical to enterprises. As their understanding of specific business operations, data, and workflows deepens, these agents will become increasingly powerful and useful.
These newly launched features complement two recently announced services focused on healthcare: Amazon Connect Health for healthcare delivery and Amazon Bio Discovery for life science researchers, addressing some of the toughest challenges faced by healthcare enterprises and researchers.
Amazon Connect’s journey to help enterprises innovate and transform is just beginning.