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Amazon Connect now provides real time AI-powered overviews and recommended next actions for Tasks

Published
February 13, 2026
https://aws.amazon.com/about-aws/whats-new/2026/02/connect-tasks-ai-assistance

Amazon Connect Updates

Amazon Connect now offers AI-powered Task overviews with suggested next actions, enabling agents to comprehend work items and resolve them more efficiently. For instance, when processing a refund request, Connect summarizes previous activities and provides recommended next steps.

What to do

  • Add the Connect assistant flow block to your flows before assigning a Task to an agent.
  • Enhance the AI's recommendations by adding knowledge bases.

This feature is available in all AWS regions where Amazon Connect real-time agent assistance is offered. For more information, refer to the documentation, pricing page, or visit the Amazon Connect website.




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