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AWS has expanded Amazon Connect into four agentic AI solutions for supply chains, hiring, customer experience, and healthcare, with Amazon Connect Decisions designed to help businesses improve forecasting, reduce disruption costs, and accelerate supply chain decision-making.
Amazon Connect Expands Beyond Customer Service into Enterprise AI
Amazon Web Services (AWS) is expanding Amazon Connect from a customer engagement platform into a broader suite of agentic AI solutions built to improve supply chain planning, hiring, customer service, and healthcare operations.
The new portfolio includes Amazon Connect Decisions for supply chains, Amazon Connect Talent for hiring, Amazon Connect Customer for customer experience, and Amazon Connect Health for healthcare. Each solution is designed to work inside existing business workflows rather than requiring companies to rebuild operations around AI.
“These new Connect solutions draw on our expertise incorporating agents throughout Amazon’s operations,” said Colleen Aubrey, Senior Vice President, AWS Applied AI Solutions.
“ 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.”
Colleen Aubrey, Senior Vice President, AWS Applied AI Solutions
Amazon Connect Decisions Targets Supply Chain Disruptions and Forecasting
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, the platform is designed to help planners move faster when disruptions hit.
Supply chain disruptions often take more than two weeks to resolve, creating delays, stockouts, and rising working capital costs. Teams typically spend days gathering data across fragmented systems before decisions can even begin.
AI Agents Replace Spreadsheets and Manual Supply Chain Planning
Amazon Connect Decisions replaces that manual process with AI agents that act like digital teammates. The system proactively gathers business inputs such as promotions or holidays, configures forecasts for individual products, and continuously updates planning models as conditions change.
Rather than creating thousands of alerts, the platform prioritizes the few exceptions that require action. If supplier fill rates drop, demand spikes, or safety stock runs low, the system identifies root causes and presents resolution options with projected impact, cost, and confidence scores.
The platform continuously improves as planners make decisions, learning from human judgment and applying those insights across similar products and scenarios.
Amazon Connect Talent Speeds Up High-Volume Hiring
Amazon Connect Talent applies the same approach to high-volume hiring. AI agents generate interview plans, conduct voice interviews, and provide recruiters with competency scores, transcripts, and structured hiring recommendations.
The system is designed to reduce administrative work and improve hiring speed while supporting more objective, skills-based decisions.
Amazon Connect Customer (previously known as Amazon Connect) adds faster deployment for conversational AI across customer service operations.
Companies can configure identity verification, payment workflows, issue resolution, and personalized recommendations in weeks instead of months, without extensive technical resources.
Amazon Connect Health Supports Healthcare Operations
Amazon Connect Health focuses on healthcare operations by automating scheduling, documentation, and patient engagement tasks to reduce administrative burden and improve clinician efficiency.
This supports healthcare teams by reducing time spent on administration and allowing clinicians to focus more directly on patient care.
Amazon Uses Its Own Operational Scale to Build Connect Solutions
All four solutions are built on decades of Amazon’s own operational experience, including managing more than 400 million SKUs, hiring 250,000 seasonal employees during the 2025 peak season, handling millions of customer interactions daily, and supporting healthcare delivery through One Medical and Amazon Pharmacy.
The company describes the design philosophy as AI working like a teammate, not a tool—systems that reason, remember, adapt, and improve over time.
