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  3. ›Amazon Connect
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Feature•Feb 13, 2026

Amazon Connect now provides real time AI-powered overviews and recommended next actions for Tasks

Amazon ConnectAWS · Business Applications

Amazon Connect now provides AI-powered Task overviews with suggested next actions so agents can understand work items faster and resolve them more quickly. For example, when an agent receives a Task to process a refund request submitted through an online form, Amazon Connect summarizes earlier activities such as verifying order details, checking return eligibility, and confirming the payment method, and then presents recommended next steps to complete the refund.

To enable this feature, add the Connect assistant flow block to your flows before a Task contact is assigned to your agent. You can guide the recommendations of your generative AI-powered Tasks assistant by adding knowledge bases.

This new feature is available in all AWS regions where Amazon Connect real time agent assistance is available. To learn more and get started, refer to the help documentation, pricing page, or visit the Amazon Connect website.

Read the original announcement↗

More from Amazon Connect

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  1. Amazon Connect Customer now prefills step-by-step guides for after contact work

    Amazon Connect Customer can now fill in the step-by-step guides that agents complete after a contact, using information extracted from customer conversations, such as booking identifiers, claim numbers, and conversation summaries.

    Amazon Connect•Feature•Oct 12, 2026

  2. Amazon Connect Customer now provides automated checks to improve performance evaluation forms

    Amazon Connect Customer now suggests changes to performance evaluation forms that improve the accuracy of evaluations automatically filled by AI.

    Amazon Connect•Feature•Oct 9, 2026

  3. Amazon Connect Customer now lets business users manage more reference data to adjust contact center configurations in real time

    Amazon Connect Customer now lets administrators store more of the reference data that drives their contact center configurations.

    Amazon Connect•Feature•Sep 29, 2026

  4. Amazon Connect Customer now provides routing step data in the analytics data lake

    Amazon Connect Customer now provides routing step data in the analytics data lake, making it easier for customers to generate insights from routing decisions.

    Amazon Connect•Feature•Sep 23, 2026

  5. Amazon Connect Customer launches agent-to-agent collaboration

    Amazon Connect Customer now supports agent-to-agent collaboration, giving customers the choice to bring in specialized AI agents during a live interaction to resolve a customer request.

    Amazon Connect•Feature•Sep 22, 2026