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Dive Brief:
- Amazon Connect announced 29 new agentic AI capabilities, including fully autonomous AI agents and support for human representatives, at Amazon Web Service’s re:Invent conference on Sunday.
- The autonomous AI agents are capable of handling tasks across multiple channels, including voice and chat, according to AWS. They can understand complex requests with multiple intents and take autonomous action on behalf of customers.
- The new agentic capabilities include analyzing conversations, suggesting next steps to live agents and handling tasks like documentation, according to AWS. The support agents can parse conversation context, anticipate needs and proactively offer relevant information.
Dive…
https://www.customerexperiencedive.com/news/amazon-connect-ai-agents-autonomous-action/806555/