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Amazon Connect introduces AI-powered manager assistance (Preview)

Published
March 10, 2026
https://aws.amazon.com/about-aws/whats-new/2026/03/amazon-connect-ai-powered-manager-assistance/

Amazon Connect AI-Powered Assistant Preview

Amazon Connect introduces a preview of an AI-powered assistant for contact center managers, enabling instant answers to operational questions using natural language. Query over 150+ Amazon Connect metrics, including agent scheduling, self-service experience, and performance evaluations, with historical data, and receive results in seconds.

The assistant can diagnose underlying issues, such as identifying queues at risk of missing service level targets and recommending specific recovery actions.

What to do

  • Request access by contacting your AWS account team or an AWS Representative.
  • Learn more about Amazon Connect on the Amazon Connect website.

Source: AWS release notes




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