The pricing plan names for Amazon Connect Customer had changed to Connect Customer and Customer Basic.
This page has been translated by machine translation. View original
Introduction
When checking the Amazon Connect Customer pricing page, I noticed that the names of the pricing plans had changed.
The previous pricing page used the following names:
- Unlimited AI
- Individual features
The current pricing page now uses the following names:
- Connect Customer Pricing
- Customer Basic Pricing
The correspondence between the old and new names is as follows:
| Previous Name | Current Name | Overview |
|---|---|---|
| Unlimited AI | Connect Customer Pricing | A pricing plan that includes major AI and analytics features in channel usage fees |
| Individual features | Customer Basic Pricing | A traditional pricing plan where AI, analytics, and other features are added individually on top of channel usage fees |
The current pricing page uses two names: Connect Customer Pricing and Customer Basic Pricing.
Within the scope of what I checked, no announcement regarding the pricing plan name changes was found on AWS What's New.
While the names have changed, the fundamental concept of each pricing plan remains the same as before. This article organizes the names before and after the change along with the current pricing page terminology.
The Previous Pricing Page Used "Unlimited AI" and "Individual features"
In March 2025, AWS announced the next generation of Amazon Connect, which includes major AI features in channel usage fees.
The previous pricing page listed pricing plans under the following two categories:
- Unlimited AI
- A new pricing plan that includes AI features in channel usage fees
- Individual features
- A traditional pricing plan where necessary features are added individually on top of channel usage fees
The following article introduces the pricing plans as of March 2025:
At that time, the pricing page referred to the new pricing plan as Unlimited AI and the traditional pricing plan as Individual features.
Under Unlimited AI, features such as conversational analytics, agent assistance, performance evaluation, and forecasting and scheduling were included in the channel usage fees for voice, chat, and other channels.
On the other hand, Individual features was a pricing plan based on channel usage fees for voice, chat, and other channels, with the ability to individually add necessary AI, analytics, and other features.
Now It's Connect Customer Pricing and Customer Basic Pricing
As of August 17, 2026, the pricing page refers to the pricing plan that includes AI features in channel usage fees as Connect Customer Pricing.
Connect Customer Pricing
Connect Customer charges apply to all channel usage in your account.
Connect Customer Pricing
Connect Customer charges apply to all channel usage in your account.
https://aws.amazon.com/products/connect/customer/pricing/appendix/
Under Connect Customer Pricing, fees are set for each channel such as voice, chat, messaging, and email, and features such as conversational analytics, post-contact summarization, real-time agent assistance, and performance evaluation are included.
On the other hand, the traditional pricing plan is now referred to as Customer Basic Pricing.
Customer Basic pricing
Some customers might still be on Customer Basic.
Customer Basic Pricing
Some customers might still be on Customer Basic.
https://aws.amazon.com/products/connect/customer/pricing/appendix/
With Customer Basic, you first select communication channels such as voice, chat, email, and SMS, and then individually add features such as agent assistance, self-service, screen recording, conversational analytics, and post-contact summarization as needed.
Since the pricing page heading uses Customer Basic pricing, this article uses the notation Customer Basic Pricing.
Additionally, the AWS blog explains that Amazon Connect Customer corresponds to the former Unlimited AI, and the traditional à la carte pricing is offered as Customer Basic.
The default pricing plan is "Amazon Connect Customer" (formerly Unlimited AI), which includes all AI-optimized features in the channel fees. The traditional à la carte plan is available as "Amazon Connect Customer Basic" for existing customers.
https://aws.amazon.com/jp/blogs/news/amazon-connect-update-jp-202605/
This description also confirms that the former Unlimited AI corresponds to the current Connect Customer Pricing, and the traditional à la carte pricing of Individual features corresponds to Customer Basic Pricing.
The relationship before and after the change can be summarized as follows:
Unlimited AI
↓
Connect Customer Pricing
Individual features
↓
Customer Basic Pricing
The Concept of the Pricing Plans Remains Unchanged
While the names have changed, the fundamental concept of the pricing plans remains the same as before.
Connect Customer Pricing is a pricing plan that includes major AI and analytics features in channel usage fees.
The current pricing page also states that the following features are included in the channel usage fees:
- Agentic self-service
- AI agents
- Real-time agent assistance
- Conversational analytics
- Post-contact summarization
- Forecasting and agent scheduling
- Performance evaluation for human and AI agents
- Custom metrics for dashboards and APIs
- Screen recording
- Testing and simulation
This is the same pricing model as the former Unlimited AI, which included AI features in channel usage fees.
On the other hand, Customer Basic Pricing is a pricing plan where necessary features are added individually on top of channel usage fees.
This serves the same role as the former Individual features. The current pricing page also describes Customer Basic as a model where you first select communication channels and then add necessary features individually.
Therefore, the change identified this time is best understood as a renaming of the existing pricing plans rather than the addition of new pricing plans.
However, features continue to be added to Amazon Connect Customer on an ongoing basis. Please check the latest pricing page for specific features included in the pricing and individual unit prices.
Summary
The names of the Amazon Connect Customer pricing plans have changed as follows:
- From Unlimited AI to Connect Customer Pricing
- From Individual features to Customer Basic Pricing
Within the scope of what I checked, no announcement of the name changes was found on AWS What's New.
While the names have changed, the relationship remains the same as before: Connect Customer Pricing includes major AI and analytics features in channel usage fees, while Customer Basic Pricing allows necessary features to be added individually.
When you encounter the terms Unlimited AI or Individual features in past articles or materials, it is helpful to read them as Connect Customer Pricing and Customer Basic Pricing, respectively.
