Amazon releases four new Agentic AI solutions
Amazon is expanding its Amazon Connect next-gen artificial intelligence customer service tool into a set of four solutions.
The online giant is expanding its Amazon Connect customer service solution, which was upgraded to include agentic AI capabilities in December 2025, into a set of four agentic AI solutions, each purpose-built for a specific business need.
The existing Amazon Connect customer service solution is now called Amazon Connect Customer. Leveraging advanced speech models from Nova Sonic, the tool can converse with shoppers in natural language and then act based on those interactions.
In addition, the Amazon Connect portfolio includes the recently released Amazon Connect Health, an agentic AI solution designed to handle administrative healthcare work. It integrates with the electronic health records clinicians use for patient verification, appointment management, patient medical history reviews, clinical documentation, and medical coding while keeping humans in control. Amazon Connect Health is available around the clock, communicates in natural language, and can book appointments instantly.
Amazon is also releasing two brand new Amazon Connect solutions: Amazon Connect Decisions and Amazon Connect Talent:
Amazon Connect Decisions
Amazon Connect Decisions is built on more than 25 specialized supply chain tools and provides forecasting models and AI agents that proactively ask for information that will impact forecasts and factor those inputs into results. The agents are designed to provide visibility and transparency into AI recommendations and decision-making and continuously learn from user actions.
At its core, Amazon Connect Decisions agents collaborate with localized ensemble forecast models, including foundation models like Chronos2, automatically selecting and tuning the optimal combination for each product.
Amazon Connect Talent
Amazon Connect Talent was developed to accelerate the entire hiring process. Starting with an existing job description, AI agents analyze the role requirements and generate a complete interview plan, identifying key competencies, creating structured questions, and building evaluation criteria. Recruiters review and approve the plan before any candidates are contacted.
Once approved, the system automatically invites candidates to interview on their own schedule, 24/7. Candidates can represent themselves through natural conversation. The agent creates a prepared brief overnight with anonymized competency scores, full transcripts, and notes for human recruiters. Candidate names and identifying information are stripped from recruiter dashboards, meaning recruiters see competency scores and performance data, not resumes.
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In a corporate blog post, Colleen Aubrey, senior VP, Amazon Web Services applied AI solutions, said the company calls its AI agent design philosophy "humorphism."
"Traditional software interfaces were built around the metaphor of a desktop with folders, files, and buttons, which made sense when computers were tools you operated," Aubrey said in the blog post. "But AI agents can reason, remember, and act independently. They need a different interface, one that mimics how people actually collaborate. When a colleague notices you're stuck on a problem, they speak up. When they see you're focused, they wait. When they learn something new, they apply it going forward. Amazon Connect products work the same way by learning your business context, adapting to how your teams work, and getting smarter over time."
