Amazon Connect expands into a set of agentic AI solutions

Key takeaways Amazon Connect is expanding from a single product into a set of four agentic AI solutions designed to work within your existing workflows. The set includes Amazon Connect Decisions (supply chains), Talent (hiring), Customer (customer experience), and Health (health care).

Each solution is built on decades of Amazon's own experience managing complex operations at scale. The original Amazon Connect, used by companies like State Farm and Air Canada, is now Amazon Connect Customer. At AWS, we've always believed in putting the most powerful technology in the hands of anyone who needs it.

AI has never been more capable or more accessible. But turning that capability into an impactful part of how your team works is hard. Most solutions require you to rebuild your processes around them, demanding extensive change management, technical overhauls, and months before you see results.

The result is a gap between powerful technology and the people it was built to help. AWS launches Amazon Quick desktop AI assistant that works across your applications, tools, and data Amazon Quick brings a personal AI assistant to your desktop. Build presentations, intelligent dashboards, and more. Connect to more of your favorite apps. All in one place.

We're expanding Amazon Connect into a set of four agentic AI solutions, each purpose-built for a specific business challenge: Amazon Connect Decisions, Amazon Connect Talent, Amazon Connect Customer, and Amazon Connect Health. All four are designed to integrate into how your teams already work, not the other way around. You may already know Amazon Connect.

It began as the technology powering Amazon's retail customer service, and we've spent years learning how to run it at scale. That success taught us how to build AI solutions that work in the real world, and now we're applying those same learnings across other critical business functions where we have similar operational expertise.

As part of this evolution, our original customer engagement solution, Amazon Connect, is now called Amazon Connect Customer. These new Connect solutions draw on our expertise incorporating agents throughout Amazon's operations. We oversee a supply chain with more than 400 million SKUs. We hired 250,000 seasonal employees for the 2025 peak season alone.

We handle millions of customer interactions every day. We support clinicians and patients through One Medical and Amazon Pharmacy. We've built AI systems not just to think about these challenges but to solve them in the real world, at scale, every single day.

Amazon Connect Decisions optimizes supply chains while humans stay in control Supply chain disruptions take most companies more than two weeks to resolve, with many facing delays that cost millions in working capital, stockouts, and penalties.

Teams spend days gathering data manually, coordinating across fragmented systems, and trying to translate demand forecasts into executable supply plans.

When a supplier falls behind or a promotion overperforms, planners often spend days in spreadsheets and emails trying to understand what changed and who will be impacted before they can even decide what to do.

Amazon Connect Decisions is built on more than 25 specialized supply chain tools and 30 years of Amazon operational science, including one of Amazon’s Supply Chain Optimization Technologies (SCOT) foundation models. It starts with the goals your company wants to optimize and adapts to how your business runs.

Unlike traditional systems that require significant time and resources to configure, Connect Decisions provides both the forecasting models and the AI agents that do the heavy lifting. AI teammates understand your business context, set up the right forecasts for each individual product, and keep everything updated as your business evolves.

They proactively ask for information that will impact forecasts—like upcoming promotions or holidays—and factor those inputs into results. At all times, they provide complete visibility and transparency into AI recommendations and decision-making, so you stay in control.

AI teammates continuously learn from your team's actions, translating those learnings into better planning, analysis, and recommendations. Amazon CEO Andy Jassy talks 6 truths surrounding the rise of AI AI is a once-in-a-lifetime opportunity, Jassy says, where the current growth is unprecedented and the future growth even bigger.

This intelligent approach is powered by sophisticated forecasting technology that adapts to any demand scenario. First, Connect Decisions applies the right mix of models to any demand pattern, from steady to bursty to brand-new products with no history.

At its core, agents collaborate with localized ensemble forecast models, including foundation models like Chronos2, a time-series forecasting model, and one from SCOT, automatically selecting and tuning the optimal combination for each product. When a manufacturing compa