The contact center industry is grappling with how to effectively incorporate artificial intelligence (AI), especially as new AI agents are on the horizon. Many legacy systems require extensive ...

AWS expanded Amazon Connect into four agentic AI tools for supply chain, hiring, customer service, and healthcare workflows, with humans still in control. Amazon is turning its own operational AI ...

Amazon Web Services on April 23 announced the acquisition of NLX (nlx.ai), a conversational AI platform, folding it into Amazon Connect — AWS's cloud contact center offering. The company argues the ...