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Amazon Connect Customer

by Amazon@amazonSeattle, Washington and Arlington, Virginia, USANo ratings yet

AI-driven customer experience platform for voice, chat, email, and messaging

Visit aws.amazon.com
Tool type
Agentic AI customer experience platform
Made for
Enterprise customer experience teams
Runs on
AWS infrastructure via web console
Runs on AWS infrastructure and is accessed through the AWS console; data stays in the chosen AWS Region.
Last checked
28 Oct 2026
2 product sources

What it does

Amazon Connect Customer takes in customer interactions across voice, chat, email, SMS, web, WhatsApp, and Apple Messages, along with customer context and business rules, and produces resolved outcomes. Its AI agents can process returns, update accounts, or rebook flights, and can hand off to human agents with full context. The product also supports proactive outreach and produces post-contact summaries, performance evaluations, and analytics.

Teams use the no-code visual canvas and agentic CX designer to build conversational experiences without an engineering handoff. Live Sync synchronizes a voice conversation with an on-screen interface so customers can fill forms and confirm options while they speak. AI agents provide real-time assistance and suggested responses to human agents, and the platform is designed to run identity verification and compliance steps as structured, rule-based flows inside conversational AI.

This suits enterprise customer experience teams that handle high volumes across channels and want pay-as-you-go pricing without seat licenses or minimums. Access requires an AWS account, and the Get started link points to the AWS signup flow. Limitations include that some capabilities such as Manager assist and Back-office automation are listed as preview, and that pricing varies by region, communication type, and third-party provider.

What it can do

  • Agentic conversational AI for voice, chat, email, SMS, and messaging channels
  • No-code visual canvas and agentic CX designer for building customer-facing AI experiences
  • Live Sync for synchronizing voice conversations with on-screen interfaces
  • Real-time agent assist, post-contact summaries, and performance evaluations
  • Predictive insights, conversational analytics, and custom metrics
  • Proactive and outbound engagement

Works with

  • Amazon Connect SDKs and APIs (per documentation link)

Example workflows

Self-service return processing
Input: customer chat or voice request to return an item. Steps: AI agent verifies identity through a structured step, retrieves order context, and processes the return. Output: return confirmed and customer receives confirmation in the same channel.
Agent escalation with context
Input: customer conversation handled by an AI agent that cannot resolve the request. Steps: AI agent escalates to a human agent and passes full conversation context. Output: human agent continues the conversation without the customer repeating details.

Before you choose

  • Pricing is pay-as-you-go per interaction and varies by region, communication type, and third-party provider; estimate costs before scaling.
  • Some features such as Manager assist and Back-office automation are labeled preview and may change.
  • Full capability depth depends on the unlisted pricing appendix; confirm which AI features are included in channel rates.

Listed under

Get started

Start by creating or logging into an AWS account and enrolling in Connect Customer; a consultation with an AWS expert is also available.

  1. Create or log into an AWS account and enroll in Amazon Connect Customer via the Get started link.
  2. Use the no-code visual canvas or agentic CX designer to configure a first customer experience, starting with a pre-built template.
  3. Configure the channels to be used (voice, chat, email, SMS, or messaging) and set up routing and role-based permissions.
Sign up for an AWS account

Plans and prices

Prices in USD

Rates are per message, per minute, or per email depending on channel. Pricing may vary by region, communication type, and third-party provider. Free-tier or trial terms were not confirmed in the reviewed information.

Pay-as-you-go channel usage$0.01 per chat message sent or receivedChat$0.038 per voice minuteVoice; standard telephony rates apply$0.08 per email sent or receivedEmail
  • All AI capabilities included in channel price
  • No minimums or long-term contracts

Source: aws.amazon.com/products/connect/customer/pricing, checked 28 Oct 2026. Prices can change; check before you buy.

Sources for this overview

Product pages, documentation, and pricing checked 28 Oct 2026. Each source supports part of the overview; availability and prices can change.

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Where this comes from

How we research
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Last checked 28 Oct 2026. Every field keeps its source and date; unknown means we couldn’t confirm it.