I spoke at "Experience it through a demo! Issues in contact centers solved by generative AI × Amazon Connect Customer"
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I presented Session 1 of "Experience it through a demo! Issues in contact centers solved by Generative AI × Amazon Connect Customer" at the "Next-Generation Contact Centers Transformed by AI Teammates" event held on September 4, 2026.
In this session, I addressed the issue that commonly occurs in contact centers — "keeping customers waiting even for routine inquiries" — and introduced solutions using generative AI and Amazon Connect Customer.
Specifically, I explained the following mechanisms utilizing AI agents.
- 24/7 self-service
- Checking and changing reservation details and delivery dates/times
- Integration with business systems using Lambda
- Autonomous tool selection and execution by AI agents
- Knowledge search and automated responses based on inquiry content
Additionally, with the AI agent in Amazon Connect Customer, you can configure prompts, tools to use, guardrails, and more directly in the console. Furthermore, through the performance dashboard and trace features, you can check call success rates, latency, and tool execution status to support continuous improvement.
In this way, the AI agent in Amazon Connect Customer automates responses to routine inquiries, reduces customer wait times, and also contributes to improving contact center operations.
Thank you to everyone who participated!
