Amazon Connect Customer now offers AI agent trace details for self-service voice interactions

Amazon Connect Customer now provides AI agent traces for self-service voice interactions, enabling you to understand how AI agents reason, act, and respond during each customer conversation. With this launch, you have full visibility into how the AI agent handled an interaction, so you can confirm what worked, diagnose issues, validate behavior, and deploy agentic experiences with confidence.

For example, if your AI agent fails to resolve a customer request, you can access the step-by-step trace directly in the Connect web UI alongside the full transcript, and see whether it reasoned incorrectly, called a tool with bad parameters, or timed out waiting for a response.

This feature is available in all AWS Regions where Amazon Connect Customer AI Agents are supported. For more information, see the Amazon Connect Customer Administrator Guide. To learn more about Amazon Connect Customer, an agentic AI solution that helps enterprises deliver exceptional customer experiences, visit the Amazon Connect Customer website.