AI Customer Support Tools
PRODUCT OVERVIEW
Amazon Connect Customer is a purpose-built agentic AI solution for customer experience. It powers the full lifecycle of customer interactions, from proactive outreach to self-service resolution to agent assistance, across channels including voice, chat, email, SMS, web, WhatsApp and Apple Messages. Business users design agentic experiences on a no-code visual canvas, blending autonomous reasoning with deterministic, rule-based steps such as identity verification and compliance disclosures. AI agents understand intent, maintain context across channels, retrieve knowledge and take actions like processing returns or updating accounts, while assisting human agents in real time. It runs on AWS infrastructure with pay-as-you-go pricing and no seat-based licensing.
Access Amazon Connect Customer through the AWS sign-in and account creation flow linked from the product page.
Use the no-code visual canvas to blend agentic reasoning with structured, rule-based steps for identity verification and compliance disclosures.
Configure voice, chat, email, SMS, web, WhatsApp, Apple Messages and other channels so customers can move between them without repeating themselves.
Start with a single workflow using pre-built templates, prove value, then expand at your own pace.
Self-service resolution of customer requests across voice and digital channels
Proactive customer outreach
Real-time assistance for human agents
Processing returns, updating accounts or rebooking flights through AI agents
Guided voice-and-screen transactions such as form filling while speaking
Launching a first customer experience workflow with pre-built templates
It is a purpose-built agentic AI solution for customer experience that powers the full lifecycle of customer interactions, from proactive outreach to self-service resolution to agent assistance, on any channel and at enterprise scale.
It is an approach where AI reasons, decides and acts autonomously rather than following a script. In Amazon Connect Customer, business users design these experiences on a no-code visual canvas, blending agentic reasoning with deterministic, rule-based steps.
An AI agent understands intent, maintains context across channels, retrieves knowledge and takes actions such as processing a return, updating an account or rebooking a flight. It can also work across voice and screen at the same time and assist human agents in real time.
It delivers the same AI, routing and customer context across voice, chat, email, SMS, web, WhatsApp, Apple Messages and more. Customers can move between channels without repeating themselves.
Pricing is pay-as-you-go with no minimums, no long-term contracts, no seat-based licensing and no token-based charges. You pay per interaction by channel: voice $0.038 per minute, chat $0.010 per message, SMS $0.014 per message and email $0.080 per email, with all AI capabilities included.
It keeps data, models and conversation logic within one AWS trust boundary. It is HIPAA eligible with support for PCI DSS, FedRAMP, SOC, ISO 27001 and GDPR, and data is encrypted at rest and in transit and stays in your chosen AWS Region.
Pre-built templates get a first use case live in weeks rather than months. Business and CX teams design conversational experiences directly on a no-code visual canvas, and a developer-first path is available for full architectural control.
You can log in or create an AWS account from the product page, or request a consultation with an AWS expert.
Pay-as-you-go pricing with no minimums, no long-term contracts, no seat-based licensing and no token-based charges. All AI capabilities are included in the channel price. Prices in USD.
Pay-per-interaction pricing for voice channel interactions, with AI capabilities included in the channel price.
Pay-per-interaction pricing for chat channel messages, with AI capabilities included in the channel price.
Pay-per-interaction pricing for SMS channel messages, with AI capabilities included in the channel price.
Pay-per-interaction pricing for email channel interactions, with AI capabilities included in the channel price.
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