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Amazon Connect Customer now lets managers chat with their data

Published
August 21, 2026
https://aws.amazon.com/about-aws/whats-new/2026/08/amazon-connect-customer-ai-data-analytics

Amazon Connect Customer Updates

Amazon Connect Customer now allows managers to chat with their data in plain language and receive answers, evidence, and recommended fixes in seconds. This feature searches across over 150 metrics to identify performance drivers and suggest the best next steps.

Managers can ask broad questions and delve deeper within the same conversation. For example, they can inquire about the best candidates for automation, and Amazon Connect Customer will analyze handle time and after-contact work metrics to provide a prioritized list with confidence scores and projected impact.

What to do

  • Utilize the new chat feature to quickly identify performance issues and recommended actions.
  • Explore the prioritized action plans provided by Amazon Connect Customer.

Source: AWS release notes




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