AWS First Steps
LanguageEnglish
New feature

Amazon Connect Customer now enables you to use flow modules in agentic CX designer

Amazon Connect Customer now allows the use of flow modules as data requests in agentic CX designer, enabling reusable logic across customer experience flows.

Amazon Connect Customer now allows flow modules to be used as data requests in agent-based CX designers, enabling reusable logic across customer experience flows. Data request nodes execute flow modules at specific conversation steps or invoke them as generative journeys when needed. This supports updating customer profiles and cases, creating tasks, referencing data tables, sending SMS confirmations, checking operating hours and staff availability, and accessing data within private networks such as core banking, policy, and claims systems. For example, flow modules can call AWS Lambda functions within a VPC to return account balances or claim statuses during interactions. The feature is available in AWS regions including US East (N. Virginia), US West (Oregon), Canada (Central), Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Europe (Frankfurt), and Europe (London).

Why it matters

Amazon Connect Customer is an agentic AI solution that helps enterprises deliver exceptional customer experiences. This update allows developers to build more flexible and reusable customer interaction logic.

Regions: N. Virginia, Oregon and 7 more

Read the original AWS announcement

Related articles and terms

Amazon ConnectA cloud-based contact center service that enables building customer interaction infrastructure without physical telephony equipment, using contact flow design and pay-per-use pricingBuilding a Cloud Contact Center with Amazon Connect - The Decisive Difference from Legacy PBXCompare Amazon Connect's architecture with traditional on-premises PBX systems, and learn practical approaches to contact flow design, real-time analytics, CRM integration, and the pay-per-use pricing model.Building a Cloud Contact Center with Amazon Connect - IVR Design and Agent ManagementBuild a cloud contact center with zero upfront investment and pay-per-use pricing. Learn how to design contact flows with the visual editor and manage quality in real time with Contact Lens.Customer Obsession in Action - The Origin Stories of AWS Services Born from Customer FeedbackWe explain how Customer Obsession, the first of Amazon's Leadership Principles, directly led to the creation of specific services like S3, Lambda, and Graviton, contrasting it with the product development motivations of other companies.90% of AWS Is Born from Customer Feedback - Working Backwards and Customer-Driven InnovationWe explain how the Working Backwards process and the Customer Obsession principle shape AWS service development. Learn about the innovation mechanism that starts with PR/FAQ documents and the process for incorporating customer feedback.