Connect AI Agent is an AI voice agent for Amazon Connect that answers the call in your contact flow, holds a natural conversation to understand and qualify the caller, then hands off to a human queue — with the AI summary, caller intent and transcript already in the agent's CRM screen-pop. Not another dead-end IVR: the AI triages, your people resolve, already in context.
A contact-flow service for organisations already running Amazon Connect — it works from your existing Connect instance, before an agent is involved.
Conversational AI in the contact centre usually means a voicebot that either resolves the call or dumps the caller into a queue with nothing to show for it — so the human starts from zero and the caller repeats themselves. Connect AI Agent is designed around the handoff: the AI answers, understands and qualifies, and when a person is needed it passes the call on warm, with the context attached.
Designed to pick up the Amazon Connect voice contact in your contact flow and hold a natural conversation — before an agent exists.
Understands why the caller is ringing, captures the details, and decides whether to resolve, route or escalate to a human.
When a person is needed, the summary, intent and transcript travel with the call into the agent's CRM screen-pop.
Your Amazon Connect contact flow routes the incoming call to Connect AI Agent, which greets the caller and starts a natural conversation — no rigid press-1 menu.
The AI works out the reason for the call, asks the right follow-ups and captures the details it needs, using best-in-class AI voice for a human-sounding conversation.
Simple enquiries can be handled end to end. When a human is the right answer, the AI decides to hand off — and the caller can ask for a person at any time.
The AI writes a summary, the detected intent and a transcript link to Amazon Connect contact attributes on the same contact.
The call transfers to the right queue, and the context appears in the agent's CRM the moment they connect.
Design intent for a product in development. Capabilities and details may change before release.
This is the part most Amazon Connect voicebots miss. Connect AI Agent is being built to pass the conversation on through Amazon Connect contact attributes — the same mechanism the ProUCX CRM connectors already read for screen-pop. So the AI's work shows up right where your agent is already looking.
The AI summary, intent and transcript link surface in the agent panel when the call screen-pops the matching record.
Context lands beside the matching HubSpot record as the call connects, so the rep opens the conversation informed.
The summary and transcript appear against the matching person or deal the moment the softphone screen-pops.
Already running one of our Amazon Connect CRM connectors? Connect AI Agent is designed to feed straight into it, because it hands context over through standard Amazon Connect contact attributes.
An AI voice agent that picks up the Amazon Connect voice contact directly in your contact flow, before an agent is engaged.
Human-sounding, free-form conversation using best-in-class AI voice — not a scripted DTMF menu.
Works out why the caller is ringing and routes accordingly — resolve, direct to the right queue, or escalate.
Captures the information a human would otherwise ask for, so the caller doesn't have to repeat themselves.
Transfers to a human queue with the AI summary, intent and transcript attached to the contact.
Writes a concise summary and a link to the full transcript to Amazon Connect contact attributes for the CRM to render.
Ask for an agent, stay silent, or hit a limit and the call goes straight to a human — the AI is an optimisation, never a trap.
Designed to surface context in the ProUCX connectors for Dynamics 365, HubSpot and Pipedrive with no connector changes.
Built for Amazon Connect and designed to run from your own AWS account and Connect instance.
We're being upfront: this product isn't finished and isn't for sale yet. There's no trial and no pricing to quote. We're sharing the design early because we'd rather build it with input from the Amazon Connect teams who'll use it. If the idea of an AI voice agent that hands off warm into your CRM is useful to you, tell us — and we'll bring you into the early-access programme when it opens.
Register your interest or book a briefing and we'll keep you posted — and invite you into early access when Connect AI Agent is ready to trial.
Not yet. Connect AI Agent is in active development — there's no trial and no pricing yet. Register your interest to help shape it and be first into early access.
Most voicebots are a dead-end — if they can't resolve the caller, they hand them to a queue with no context. Connect AI Agent is designed to hand off warm: the summary, intent and transcript travel with the call and appear in the agent's CRM screen-pop, so the human picks up already knowing what the caller wants.
That's the design intent — answer and converse inside the Amazon Connect contact flow, then hand off to a human queue as an ordinary Connect transfer, so routing, recording and reporting stay with the contact.
An AI summary, the detected intent and a transcript link, written to Amazon Connect contact attributes. Our connectors for Dynamics 365, HubSpot and Pipedrive already read contact attributes for screen-pop, so that context lands in the CRM as the call connects.
It's designed for Amazon Connect and to be deployed in your own AWS account, working from your existing Connect instance. Data-residency and processing details are being finalised as part of the design and will be documented before general availability.
Connect AI Agent is in development. Register your interest or book a briefing and we'll invite you into the early-access programme when it opens.