A Practical Guide to Amazon Connect’s New AI Capabilities
As a long-standing strategic partner of AWS, Bricom is committed to helping enterprises accelerate digital transformation and drive continuous innovation.
Today, we take a closer look at how the new generation of Amazon Connect is bringing unprecedented customer experience and business value through AI-driven innovation.
Amazon Connect Gets a Powerful AI Upgrade：
AI-Powered Omnichannel Customer Experience
In today’s highly competitive business environment, customer experience has become one of the most critical drivers of success. As the primary touchpoint between a company and its customers, the contact center’s level of intelligence directly impacts customer satisfaction and long-term growth.
Recently, AWS introduced a new generation of Amazon Connect, embedding AI deeply across every stage of the contact center journey and unlocking a new wave of customer experience innovation.
As an AWS partner, Bricom will work side by side with enterprises to embrace this shift and usher in a new era of intelligent contact centers.
7 Key Capabilities That Redefine Customer Experience
The new generation of Amazon Connect delivers comprehensive AI capabilities across every step of the customer journey:
1. Intelligent self-service for customers
With an AI-driven self-service framework, businesses can deliver high-quality support across voice and digital channels in more than 25 languages—significantly reducing wait times and improving customer satisfaction.
2. Smarter Agent Assistance
Amazon Q in Connect can accurately detect customer issues and, drawing on rich customer context, enterprise knowledge bases, and web-scale content, provide highly personalized response strategies and next-best-action recommendations—boosting agent productivity.
3. Precise conversational analytics and insights
Using advanced machine learning, businesses can search and analyze calls and chats in depth, understand customer sentiment, identify potential issues early, and monitor agent performance end-to-end—driving a step change in service quality.
4. Comprehensive screen recording
By combining conversational analytics with performance evaluation, supervisors can monitor in real time, assess objectively, and continuously improve contact quality and agent performance—ensuring consistent, high-quality service.
5. Effortless Post-Interaction Summaries
AI-generated interaction summaries dramatically reduce agents’ post-call workload while preserving context continuity, further improving the customer experience.
6. Data-Driven Performance Evaluation
By reviewing 100% of customer interactions, organizations can pinpoint coaching needs, surface best practices, reduce compliance risk, and significantly improve evaluation efficiency.
7. Intelligent forecasting and workforce scheduling
An AI-driven workforce management system can adjust dynamically in real time, optimize staffing and training plans, and build a continuously evolving unified learning system—getting smarter with every interaction.
4 Technical Advantages That Lead the Next Wave of Innovation
1. Robust Technology Foundation
Built on AWS and leveraging advanced models through Amazon Bedrock, Amazon Connect provides stable and reliable technical support.
2. Native integration
AI services are integrated natively—eliminating the need for multiple third-party solutions and enabling seamless connectivity and efficient operations.
3. Low-code simplicity
Complex AI capabilities can be implemented without heavy coding, lowering the technical barrier and accelerating digital transformation.
4. Continuous Innovation
With automatic updates and new capabilities delivered directly within Amazon Connect, enterprises can stay on the cutting edge without additional overhead.
A New Pricing Model: Making AI Adoption More Predictable
Amazon Connect introduces an “all-you-can-use” AI pricing model—costs are tied to channel usage rather than AI consumption.
Easier cost forecasting, reducing financial uncertainty when adopting AI
No need to pay separately for each AI feature
AI capabilities available across every touchpoint without worrying about runaway costs
In real-world operations, many organizations face contact center integration and rising costs. Traditional AI solutions are often fragmented, increasing complexity across integration, maintenance, and management. Unpredictable costs and uncertain ROI can also slow down AI adoption.
The new generation of Amazon Connect provides a unified AI platform that removes integration barriers between tools and avoids fragmented experiences. With a channel-usage-based pricing model, it reduces financial pressure and enables flexible adoption—so businesses can use AI capabilities with confidence.
What Customers Are Saying
Since its launch, the new generation of Amazon Connect has attracted broad attention across industries and earned strong recognition from customers. From multinational enterprises to industry leaders, organizations are using Amazon Connect to significantly improve customer experience and optimize operational efficiency.
Chris Drumgoole, President of Global Infrastructure Services at DXC Technology, shared that DXC leveraged Amazon Connect’s seamless technical support to transform its contact center operations, improve customer experience, and free up time for customers to focus on their core business—delivering meaningful savings and higher team satisfaction.
“DXC looks forward to expanding AI-powered agent capabilities with the new generation of Amazon Connect to help customers achieve even greater outcomes.”
— Chris Drumgoole, President, Global Infrastructure Services at DXC Technology
These customer successes demonstrate the new generation of Amazon Connect’s strong ability to elevate customer experience and optimize contact center operations.
With AI-driven omnichannel capabilities and transparent pricing, Amazon Connect is helping organizations worldwide break through traditional limitations and move toward a smarter, more efficient future.
Closing Thoughts
The launch of the new generation of Amazon Connect is only the beginning of a new era for intelligent contact centers. As AI continues to evolve, we believe contact centers will become even smarter, more efficient, and more personalized.
Bricom will continue to work closely with AWS to explore and innovate—bringing enterprises more forward-looking technology solutions.
We look forward to partnering with more organizations to open the next chapter of intelligent contact centers. With the new generation of Amazon Connect, businesses can not only enhance customer experience, but also stand out in a competitive market and achieve sustainable growth.
Beijing Bridge Communication Co., Ltd (Bricom) is an AWS Partner Network (APN) Partner and a Zendesk Premier Partner. Bricom empowers enterprises in China and around the world to achieve digital transformation and continuous innovation, providing implementation capabilities for Amazon Connect and Zendesk, as well as lifecycle management services for Contact Center as a Service (CCaaS).
We offer one-stop integrated solutions for customer interaction data, effectively addressing data silo issues and facilitating the seamless deployment of AI applications for enterprises. By building a unified customer data platform, we realize omnichannel data aggregation and intelligent routing, empowering contact centers to deliver seamless service experiences and fully unlock the value of AI.
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