Amazon Connect adds touchtone buffering for AI-powered self-service

Amazon Connect now enables you to automatically pass customer context to personalize self-service experiences from the moment a call connects. When a customer initiates a call from a website, mobile app, or notification link, you can automatically pass context, such as customer IDs, session references, and campaign codes, into the call. AI agents use this context to recognize the caller, understand the reason for the call, take action, and resolve issues without requiring callers to re-identify themselves or repeat why they are calling.

To learn more about these features, see the Amazon Connect Administrator Guide. These features are available in all AWS regions where Amazon Connect is available.