Amazon Connect Customer now supports Model Context Protocol (MCP) tools in flows

Amazon Connect Customer Updates

Amazon Connect Customer now enables you to invoke Model Context Protocol (MCP) tools in customer experience flows through the new 'External Tool' block. This allows you to connect flows to third-party applications through Amazon Bedrock AgentCore Gateway and reuse the same tools used by your agentic experiences to retrieve data or trigger actions without writing custom Lambda functions.

Example use case: A customer contacting a financial institution about a recent transaction can have a flow retrieve relevant context from a third-party application, such as case history from their CRM system or transaction details from a banking platform.

Available Regions

• US East (N. Virginia)
• US West (Oregon)
• Canada (Central)
• Europe (Frankfurt)
• Europe (London)
• Asia Pacific (Seoul)
• Asia Pacific (Singapore)
• Asia Pacific (Sydney)
• Asia Pacific (Tokyo)

What to do

• Refer to the administrator guide for more information.
• Visit the Amazon Connect Customer website to learn more about this agentic AI solution.

Source: AWS release notes

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