Amazon Connect Customer launches agent-to-agent collaboration
Amazon Connect Customer now supports agent-to-agent collaboration, allowing customers to bring in specialized AI agents during live interactions to resolve customer requests. This enables collaboration between Connect Customer AI agents and external AI agents via the open agent-to-agent (A2A) protocol over text or bidirectional voice.
Amazon Connect Customer supports agent-to-agent collaboration, letting customers invoke specialized AI agents during live interactions. This enables open agent-to-agent (A2A) protocols between Connect Customer AI agents and external AI agents via text or interactive voice. For example, a bank's frontline AI agent can delegate fraud risk scoring to a specialized AI agent, instantly approve transactions, and resolve complex issues with the customer directly through another AI agent. Working with the A2A Technical Steering Committee (Linux Foundation), AWS extends the A2A protocol to support voice streaming and session continuity required for customer engagement. Using A2A, Connect Customer coordinates context passing between AI agents, ensuring customers receive a consistent experience with unified visibility, guardrails, and escalation controls applied to all AI agents during interactions. Administrators can view each agent's utterances, tools used, and time per step on a single contact record, captured as one interaction for analysis, AI quality control, and continuous improvement.
Why it matters
Amazon Connect Customer is an AI solution that helps enterprises deliver exceptional customer experiences at every touchpoint, and this update enables collaboration between AI agents, improving efficiency and accuracy in customer support.