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
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 — agentic voice and agentic chat powered by AI agents
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Real-time agent assistance — AI-powered recommendations and next-best-action guidance during live conversations
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Conversational analytics and post-contact summaries — sentiment analysis, theme detection, and automated summaries across voice, chat, messaging, and email
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AI-powered case summarization — automatically generated case summaries to accelerate resolution
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Performance evaluations — evaluate both human agents and self-service interactions
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Forecasting and agent scheduling — predict contact volumes and optimize agent schedules
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Flow designer analytics — insights into contact flow performance
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Custom metrics in dashboards and APIs — build tailored views of contact center performance
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Generative speech — Amazon Polly generative voices and third-party speech-to-text (STT) and text-to-speech (TTS) model configuration
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Customer first callbacks — let customers request a callback instead of waiting on hold
Updating existing Connect Customer instances
All new instances are Connect Customer instances.
If your Connect Customer instance was created before Connect Customer was available, you may 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 AI capabilities available in Connect Customer. If you move to Connect Customer Basic, some capabilities you are using today may no longer be available, including:
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Conversational analytics for email
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AI-powered case summarization
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Performance evaluations of self-service interactions
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Flow designer analytics
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Custom metrics in dashboards and APIs
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Agentic voice with Amazon Nova Sonic
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Third-party speech-to-text (STT) and text-to-speech (TTS) model configuration
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Customer first callbacks
Warning
If these features are configured in contact flows, you may 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.
