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AWSApplication

Amazon Connect Customer

Amazon Connect Customer now supports agent-to-agent collaboration, allowing specialized AI agents to be brought into a live customer interaction. The launch expands the open A2A protocol to support voice streaming and interaction-level session continuity and provides unified observability, guardrails, and escalation controls across collaborating agents.

What it does

Enterprises can use this to orchestrate multiple AI agents (internal or external) during live customer interactions to handle specialized tasks, streamline approvals, and resolve complex issues in real time.

Availability
Available in the listed AWS Regions; contact summaries are also available in Africa (Cape Town).
Pricing model
Not established
Deployment
Hosted on AWS
Privacy
Changes tracked in AWS CloudTrail
Licence
Not established
Capability
agentsautomationaudio generationsearchanalysisretrievalextraction
Modality
textaudiomultimodal
Access
webAPISDK
Deployment
hosted
Pricing
unknown
Target user
enterprisedeveloper

Evidence

19 claims
  • Supports agent-to-agent collaboration to bring specialized AI agents into a live customer interaction. [1]
    Amazon Connect Customer now supports agent-to-agent collaboration, giving customers the choice to bring in specialized AI agents during a live interaction to resolve a customer request.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • Connect Customer agents can collaborate with external AI agents over the open agent-to-agent (A2A) protocol. [1]
    With this launch, Connect Customer AI agents can collaborate with each other, and with AI agents outside Connect Customer, over the open agent-to-agent (A2A) protocol through text or bidirectional voice.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • A2A collaboration works over text and bidirectional voice. [1]
    With this launch, Connect Customer AI agents can collaborate with each other, and with AI agents outside Connect Customer, over the open agent-to-agent (A2A) protocol through text or bidirectional voice.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • AWS expanded the A2A protocol to support voice streaming and interaction-level session continuity required for customer engagement. [1]
    Working with the A2A Technical Steering Committee at the Linux Foundation, AWS expanded the protocol to support voice streaming and interaction-level session continuity required for customer engagement.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • Administrators see a single contact record capturing what each agent said, tools called, and step durations for analytics and quality management. [1]
    Administrators see one contact record showing what each agent said, which tools it called, and how long each step took, all captured as a single interaction for analytics, AI quality management, and to drive continual improvement.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • Introduces seven API operations: CreateMetric, DeleteMetric, DescribeMetric, ListMetrics, SearchMetrics, UpdateMetricContent, and UpdateMetricMetadata. [2]
    Now you define a metric once and manage it programmatically through seven new API operations (CreateMetric, DeleteMetric, DescribeMetric, ListMetrics, SearchMetrics, UpdateMetricContent, and UpdateMetricMetadata) so your definitions stay consistent as you scale across queues, teams, and environments.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • The feature is available in all AWS Regions where Amazon Connect Customer is offered. [2]
    This feature is available in all AWS Regions where Amazon Connect Customer is offered.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • Every change to custom metrics is tracked in AWS CloudTrail for auditing. [2]
    Every change is tracked in AWS CloudTrail, giving you a complete audit trail.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • APIs let you define a metric once and manage it programmatically to prevent definition drift across environments. [2]
    Now you define a metric once and manage it programmatically through seven new API operations (CreateMetric, DeleteMetric, DescribeMetric, ListMetrics, SearchMetrics, UpdateMetricContent, and UpdateMetricMetadata) so your definitions stay consistent as you scale across queues, teams, and environments.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • APIs enable automation scenarios such as AI-powered operations assistants creating metrics and publishing them to monitoring dashboards. [2]
  • The automated check compares an evaluation form against best practices with a single click. [3]
    While setting up an evaluation form, managers can run an automated check that compares the form against best practices with a single click.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • The check lists evaluation questions that are missing context for AI to score reliably. [3]
    Managers then receive a list of evaluation questions that are missing context for AI to score reliably, along with suggestions to make them more specific.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • The check suggests changes to make evaluation questions more specific. [3]
    Managers then receive a list of evaluation questions that are missing context for AI to score reliably, along with suggestions to make them more specific.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • The feature is available in US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Singapore), Asia Pacific (Sydney), and Asia Pacific (Tokyo). [3]
    Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Singapore), Asia Pacific (Sydney), and Asia Pacific (Tokyo).
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • The feature extracts information such as booking identifiers, claim numbers, and conversation summaries from customer conversations. [4]
    Amazon Connect Customer can now fill in the step-by-step guides that agents complete after a contact, using information extracted from customer conversations, such as booking identifiers, claim numbers, and conversation summaries.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • Managers can define rules for which information is extracted and which guide fields it populates. [4]
    Now, managers can define rules for which information to extract from the conversation and which fields to automatically fill in the guide.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • Agents can review and correct populated information before submitting the guide. [4]
    Amazon Connect Customer can now fill in the step-by-step guides that agents complete after a contact, using information extracted from customer conversations, such as booking identifiers, claim numbers, and conversation summaries.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • Step-by-step guides with information extraction are available in the listed AWS Regions. [4]
    You can use step-by-step guides with information extraction in the following AWS Regions: US East (N.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.
  • The feature is intended to shorten after-contact work and reduce data-entry errors. [4]
    The agent can then check the information, make any necessary corrections, and submit the guide, shortening after contact work and reducing data entry errors.
    AWS. Quoted text is outside CC BY 4.0 and keeps its original rights.

Sources

4
1
AWSOwner-controlled
https://aws.amazon.com/about-aws/whats-new/2026/09/Amazon-Connect-Customer-A2A Retrieved 2026-10-27 01:28 UTC
Verified
2
AWSOwner-controlled
https://aws.amazon.com/about-aws/whats-new/2026/09/connect-customer-custom-metrics-apis/ Retrieved 2026-09-23 17:30 UTC
Verified
4
AWSOwner-controlled
https://aws.amazon.com/about-aws/whats-new/2026/10/connect-customer-prefills-guides-acw Retrieved 2026-10-13 04:10 UTC
Verified

Versions

6
VersionEffectiveChangeChanged fieldsState
62026-10-23 00:58 UTCevidence updatescoreCurrent
52026-10-16 19:53 UTCevidence updatescoreCurrent
42026-10-13 04:10 UTCmajor releasecapability, availability, releaseCurrent
32026-10-09 21:44 UTCmajor releaseavailability, releaseCurrent
22026-09-23 17:30 UTCmajor releasecapability, privacy, deployment, availability, releaseCurrent
12026-09-23 17:23 UTCpublicationNoneCurrent

In briefs

3

Open in the catalog

Original catalog content is licensed under CC BY 4.0, attributed to wowsuchai. Source quotations and linked content keep their original rights.