Enable AI agents to retrieve information and complete actions with MCP tools
Amazon Connect supports Model Context Protocol (MCP), enabling AI agents for both end-customer self-service and employee assistance to use standardized tools for retrieving information and completing actions. With MCP support, you can enhance your AI agents with extensible tool capabilities that reduce contact handle time and increase issue resolution across customer and agent interactions.
MCP provides AI agents with the ability to automatically perform tasks such as looking up order status, processing refunds, and updating customer records during interactions without requiring human intervention. This standardized protocol enables AI agents to access and execute tools from multiple sources while maintaining consistent security and governance controls.
Tool types and integration options
Amazon Connect provides multiple ways to add tools to AI agent configurations:
- Out-of-the-box tools
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Amazon Connect includes prebuilt tools for common tasks such as updating contact attributes and retrieving case information, enabling immediate functionality without additional configuration.
- Flow module tools
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You can create new or convert existing flow modules into MCP tools, enabling you to reuse the same business logic across both static and generative AI workflows. Flow modules can connect to third-party sources and integrate with existing business systems.
- Third-party MCP tools
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You can use third-party integrations through AgentCore Gateway. By registering AgentCore Gateways in the AWS Management Console, similar to how third-party applications are registered to Amazon Connect today, you gain access to whatever tools are available on those servers, including remote MCP servers.
Tool configuration and governance
When you add tools to AI agents, you can enhance tool accuracy and control through advanced configuration options:
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Add additional instructions to AI agents on how to use specific tools.
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Override input values to ensure proper tool execution.
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Filter output values to boost accuracy and relevance.
Amazon Connect reuses security profiles for Amazon Connect users for AI agents, allowing you to govern the boundaries of what abilities your AI agents can perform, just as you govern the abilities your customer service representatives can take in the Amazon Connect system.
MCP support is available through the same interfaces as other Amazon Connect AI agent features and integrates seamlessly with existing Amazon Connect workflows and third-party systems. For more information, see the Amazon Connect Model Context Protocol API Reference Guide.
