AI has never been more capable or more accessible. However, turning that capability into a fundamental part of a team’s functioning is complex. Most solutions require redesigning processes, which involves extensive change management, major technical reviews, and months before seeing results. The result is a gap between powerful technology and the people it is intended to help.
Following AWX’s announcements at its What’s Next with AWS event in San Francisco, the company is expanding Amazon Connect with four agent-based AI solutions, each designed to address a specific business challenge: Amazon Connect Decisions, Amazon Connect Talent, Amazon Connect Customer, and Amazon Connect Health. All four are designed to integrate into the way your teams already work, not the other way around.
These new Connect solutions are based on Amazon’s experience integrating agents into all its operations. They oversee a supply chain with more than 400 million SKUs and hired 250,000 temporary employees for the peak season of 2025 alone. In this way, they managed millions of customer interactions each day, supporting healthcare professionals and patients through One Medical and Amazon Pharmacy. Now, it announces having developed AI systems not only to analyze these challenges, but to solve them in the real world, on a large scale, every day.
Amazon Connect Decisions for supply chains
Most companies take more than two weeks to resolve supply chain disruptions, and many suffer delays that cost them millions in working capital, stockouts and penalties. Teams spend days manually collecting data, coordinating across fragmented systems, and trying to translate demand forecasts into executable supply plans. When a supplier is late or a promotion exceeds expectations, planners often spend days reviewing spreadsheets and emails trying to understand what has changed and who it will affect before they can even decide what to do.
Amazon Connect Decisions is based on more than 25 specialized supply chain tools and 30 years of Amazon operational experience, including one of the foundational models of Amazon’s Supply Chain Optimization Technologies (SCOT). It starts from the objectives that your company wants to optimize and adapts to the way your business operates.
Unlike traditional systems that require a lot of time and resources to set up, Connect Decisions provides both the forecasting models and the AI agents that do the heavy lifting. AI agents understand the context of your business, set up the right forecasts for each product, and keep everything up to date as your business evolves. They proactively request information that will affect forecasts, such as upcoming promotions or holidays, and incorporate that data into the results. At all times, they provide full visibility and transparency into AI recommendations and decision-making, so you stay in control. AI agents continually learn from their team’s actions, translating that learning into better planning, analysis, and recommendations.
Second, Connect Decisions can replace thousands of alerts with a handful of concrete priorities that really matter. When real disruptions occur (such as a drop in a supplier’s fulfillment rate, a sudden increase in demand in a region, or low safety stock levels), Connect Decisions doesn’t overwhelm planners with irrelevant information. It does what an expert analyst would do before walking into their office: prioritizes the most important exceptions requiring analysis, automatically identifies root causes, and presents resolution options with their projected impact, cost, and confidence score. When a planner selects an option and explains the reason for his or her choice, the system interprets that analysis like a good teammate would, assimilating the reasoning and applying it in the future.
Every decision creates a cumulative effect: the AI gets smarter, the entire team gets better, and routine exceptions start to resolve themselves. And because every plan is refined by execution feedback, and every decision is improved by planning context, Connect Decisions creates a cumulative advantage that gains value over time. Companies such as Wells Vehicle Electronics and TVS Motors are already using Connect Decisions to transform their supply chain operations. Learn more about Connect Decisions.
Amazon Connect Talent accelerates hiring
The new solution called Amazon Connect Talent accelerates the entire hiring process, from the job description to the final decision. Starting from an existing job description, AI agents analyze the role requirements and generate a complete interview plan, identifying key competencies, creating structured questions and establishing evaluation criteria. Recruiters review and approve the plan before contacting candidates. Once approved, the system automatically invites candidates to interview on their own schedule, 24/7. For candidates, this means a recruiting process that fits into their lives. No more problems scheduling phone interviews during business hours or missing out on opportunities due to scheduling conflicts.
Amazon Connect Customer provides capabilities
Amazon Connect Customer now offers new configuration capabilities that allow organizations to deploy conversational AI in weeks, not months, and configure experiences without requiring technical knowledge. Business teams can design and implement sophisticated customer experiences directly, managing complex workflows, from identity verification and payment processing to personalized product or service recommendations and issue resolution. Once implemented, they can continue to iterate, make changes, and measure results immediately.
AI gets smarter, the entire team gets better, and routine exceptions start to resolve themselves
Enterprise customers like United Airlines have deployed sophisticated conversational AI experiences using these capabilities in as little as three months, moving from initial concept to live production to managing real-world customer interactions at scale, a process that traditionally takes six months or more. This rapid implementation, without sacrificing quality or requiring extensive technical resources, accelerates time to value from proof of concept to production.
AI that transforms the way you work
Amazon Connect represents a new approach to building AI solutions for businesses. Instead of adding AI capabilities to existing software, design these products from the ground up based on a simple principle: AI should function as a teammate, not a tool.
Amazon Connect products work the same way: they learn the context of your business, adapt to the way your teams work, and get smarter over time.
The Amazon Connect suite of services offers AI capabilities with agents specifically designed for the greatest impact. They integrate into existing processes as AI companions that enhance the skills of your people and improve the results that matter most to your business. Additionally, agents improve and become more useful over time as they gain more information about your business, data, and specific workflows.
The features introduced now join two other recently launched health-focused services: Amazon Connect Health for the delivery of healthcare services and Amazon Bio Discovery for science researchers, which address some of the biggest challenges facing companies and researchers in the healthcare sector.
