AWS Transform is expanding its capability from the .NET modernization agent to now include the full-stack Windows modernization agent that handles both .NET applications and their associated databases. The new agent automates the transformation of .NET applications and Microsoft SQL Server databases to Amazon Aurora PostgreSQL and deploys them to containers on Amazon ECS or Amazon EC2 Linux. AWS Transform accelerates full-stack Windows modernization by 5x across application and database layers, while reducing operating costs by up to 70%.
With AWS Transform, customers can accelerate their full-stack modernization journey through automated discovery, transformation, and deployment. The full-stack Windows modernization agent scans Microsoft SQL Server databases in Amazon EC2 or Amazon RDS instances, and it scans .NET application code from source repositories (GitHub, GitLab, Bitbucket, or Azure Repos) to create customized, editable modernization plans. It automatically transforms SQL Server schemas to Aurora PostgreSQL and migrates databases to new or existing Aurora PostgreSQL target clusters. For .NET application transformation, the agent updates database connections in the source code and modifies database access code written in Entity Framework and ADO.NET to be compatible with Aurora PostgreSQL—all in a unified workflow with human supervision. All the transformed code is committed to a new repository branch. Finally, the transformed application along with the databases can be deployed into a new or existing environment to validate the transformed applications and databases. Customers can monitor transformation progress through worklog updates and interactive chat, and they can use the detailed transformation summaries for next steps recommendations and for easy handoff to AI code companions.
AWS Transform for full-stack Windows modernization is available in the US East (N. Virginia) AWS Region.
AWS Transform is expanding its capability from the .NET modernization agent to now include the full-stack Windows modernization agent that handles both .NET applications and their associated databases. The new agent automates the transformation of .NET applications and Microsoft SQL Server databases to Amazon Aurora PostgreSQL and deploys them to containers on Amazon ECS or Amazon EC2 Linux. AWS Transform accelerates full-stack Windows modernization by 5x across application and database layers, while reducing operating costs by up to 70%. With AWS Transform, customers can accelerate their full-stack modernization journey through automated discovery, transformation, and deployment. The full-stack Windows modernization agent scans Microsoft SQL Server databases in Amazon EC2 or Amazon RDS instances, and it scans .NET application code from source repositories (GitHub, GitLab, Bitbucket, or Azure Repos) to create customized, editable modernization plans. It automatically transforms SQL Server schemas to Aurora PostgreSQL and migrates databases to new or existing Aurora PostgreSQL target clusters. For .NET application transformation, the agent updates database connections in the source code and modifies database access code written in Entity Framework and ADO.NET to be compatible with Aurora PostgreSQL—all in a unified workflow with human supervision. All the transformed code is committed to a new repository branch. Finally, the transformed application along with the databases can be deployed into a new or existing environment to validate the transformed applications and databases. Customers can monitor transformation progress through worklog updates and interactive chat, and they can use the detailed transformation summaries for next steps recommendations and for easy handoff to AI code companions. AWS Transform for full-stack Windows modernization is available in the US East (N. Virginia) AWS Region. To learn more, visit the overview page and AWS Transform documentation.
AWS Transform custom is now generally available, accelerating organization-specific code and application modernization at scale using agentic AI. AWS Transform is the first agentic AI service to accelerate the transformation of Windows, mainframe, VMware, and more—reducing technical debt and making your tech stack AI-ready. Technical debt accumulates when organizations maintain legacy systems and outdated code, requiring them to allocate 20-30% of their software development resources to repeatable, cross-codebase transformation tasks that must be performed manually. AWS Transform can automate repeatable transformations of version upgrades, runtime migrations, framework transitions, and language translations at scale, reducing execution time by over 80% in many cases while eliminating the need for specialized automation expertise.
The custom transformation agent in AWS Transform provides both pre-built and custom solutions. It includes out-of-the-box transformations for common scenarios, such as Python and Node.js runtime upgrades, Lambda function modernization, AWS SDK updates across multiple languages, and Java 8 to 17 upgrades (supporting any build system including Gradle and Maven). For organization-specific needs, teams can define custom transformations using natural language, reference documents, and code samples. Users can trigger autonomous transformations with a simple one-line CLI command, which can be scripted or embedded into any existing pipeline or workflow. Within your organization, the agent continually learns from developer feedback and execution results, improving transformation accuracy and tightly aligning the agent’s performance with your organization’s preferences. This approach enables organizations to systematically address technical debt at scale, with the agent continually improving while developers can focus on innovation and high-impact tasks.
AWS Transform custom is now available in the US East (N. Virginia) AWS Region.
To learn more, visit the user guide, overview page, and pricing page.
AWS Transform custom is now generally available, accelerating organization-specific code and application modernization at scale using agentic AI. AWS Transform is the first agentic AI service to accelerate the transformation of Windows, mainframe, VMware, and more—reducing technical debt and making your tech stack AI-ready. Technical debt accumulates when organizations maintain legacy systems and outdated code, requiring them to allocate 20-30% of their software development resources to repeatable, cross-codebase transformation tasks that must be performed manually. AWS Transform can automate repeatable transformations of version upgrades, runtime migrations, framework transitions, and language translations at scale, reducing execution time by over 80% in many cases while eliminating the need for specialized automation expertise.
The custom transformation agent in AWS Transform provides both pre-built and custom solutions. It includes out-of-the-box transformations for common scenarios, such as Python and Node.js runtime upgrades, Lambda function modernization, AWS SDK updates across multiple languages, and Java 8 to 17 upgrades (supporting any build system including Gradle and Maven). For organization-specific needs, teams can define custom transformations using natural language, reference documents, and code samples. Users can trigger autonomous transformations with a simple one-line CLI command, which can be scripted or embedded into any existing pipeline or workflow. Within your organization, the agent continually learns from developer feedback and execution results, improving transformation accuracy and tightly aligning the agent’s performance with your organization’s preferences. This approach enables organizations to systematically address technical debt at scale, with the agent continually improving while developers can focus on innovation and high-impact tasks.
AWS Transform custom is now available in the US East (N. Virginia) AWS Region.
To learn more, visit the user guide, overview page, and pricing page.
Today, AWS announces the general availability of expanded .NET transformation capabilities and an enhanced developer experience in AWS Transform. Customers can now modernize .NET Framework and .NET code to .NET 10 or .NET Standard. New transformation capabilities include UI porting of ASP.NET Web Forms to Blazor on ASP.NET Core and porting Entity Framework ORM code. The new developer experience, available with the AWS Toolkit for Visual Studio 2026 or 2022, is customizable, interactive, and iterative. It includes an editable transformation plan, estimated transformation time, real-time updates during transformation, the ability to repeat transformations with a revised plan, and next steps markdown for easy handoff to AI code companions. With these enhancements, AWS Transform provides a path to modern .NET for more project types, supports the latest releases of .NET and Visual Studio, and gives developers oversight and control of transformations.
Developers can now streamline their .NET modernization through an enhanced IDE experience. The process begins with automated code analysis that produces a customizable transformation plan. Developers can customize the transformation plan, such as fine-tuning package updates. Throughout the transformation, they benefit from transparent progress tracking and detailed activity logs. Upon completion, developers receive a Next Steps document that outlines remaining tasks, including Linux readiness requirements, which they can address through additional AWS Transform iterations or by leveraging AI code companion tools such as Kiro.
AWS Transform is available in the following AWS Regions: US East (N. Virginia), Asia Pacific (Mumbai), Asia Pacific (Seoul), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).
Today, AWS announces the general availability of expanded .NET transformation capabilities and an enhanced developer experience in AWS Transform. Customers can now modernize .NET Framework and .NET code to .NET 10 or .NET Standard. New transformation capabilities include UI porting of ASP.NET Web Forms to Blazor on ASP.NET Core and porting Entity Framework ORM code. The new developer experience, available with the AWS Toolkit for Visual Studio 2026 or 2022, is customizable, interactive, and iterative. It includes an editable transformation plan, estimated transformation time, real-time updates during transformation, the ability to repeat transformations with a revised plan, and next steps markdown for easy handoff to AI code companions. With these enhancements, AWS Transform provides a path to modern .NET for more project types, supports the latest releases of .NET and Visual Studio, and gives developers oversight and control of transformations.
Developers can now streamline their .NET modernization through an enhanced IDE experience. The process begins with automated code analysis that produces a customizable transformation plan. Developers can customize the transformation plan, such as fine-tuning package updates. Throughout the transformation, they benefit from transparent progress tracking and detailed activity logs. Upon completion, developers receive a Next Steps document that outlines remaining tasks, including Linux readiness requirements, which they can address through additional AWS Transform iterations or by leveraging AI code companion tools such as Kiro.
AWS Transform is available in the following AWS Regions: US East (N. Virginia), Asia Pacific (Mumbai), Asia Pacific (Seoul), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).
To get started with AWS Transform, refer to the AWS Transform documentation.
AWS Transform for mainframe now offers test planning and automation features to accelerate mainframe modernization projects. New capabilities include automated test plan generation, test data collection scripts, and test case automation scripts, alongside functional test environment tools for continuous delivery and regression testing, helping accelerate and de-risk testing and validation during mainframe modernization projects.
The new capabilities address key testing challenges across the modernization lifecycle, reducing the time and effort required for mainframe modernization testing, which typically consumes over 50% of project duration. Automated test plan generation helps teams reduce upfront planning efforts and align on critical functional tests needed to mitigate risk and ensure modernization success, while test data collection scripts accelerate the error-prone, complex process of capturing mainframe data. Test automation scripts then enable scalable execution of test cases by automating test environment staging, test case execution, and results validation against expected outcomes.
By automating complex testing tasks and reducing dependency on scarce mainframe expertise, organizations can now modernize their applications with greater confidence while improving accuracy through consistent, automated processes.
The new testing capabilities in AWS Transform for mainframe are available today in US East (N. Virginia), Asia Pacific (Mumbai), Asia Pacific (Seoul), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) Regions.
To learn more about automated testing in AWS Transform for mainframe, and how it can help your organization accelerate modernization, read the AWS News Blog, visit the AWS Transform for mainframe product page, or explore the AWS Transform User Guide.
AWS Transform for mainframe now offers test planning and automation features to accelerate mainframe modernization projects. New capabilities include automated test plan generation, test data collection scripts, and test case automation scripts, alongside functional test environment tools for continuous delivery and regression testing, helping accelerate and de-risk testing and validation during mainframe modernization projects. The new capabilities address key testing challenges across the modernization lifecycle, reducing the time and effort required for mainframe modernization testing, which typically consumes over 50% of project duration. Automated test plan generation helps teams reduce upfront planning efforts and align on critical functional tests needed to mitigate risk and ensure modernization success, while test data collection scripts accelerate the error-prone, complex process of capturing mainframe data. Test automation scripts then enable scalable execution of test cases by automating test environment staging, test case execution, and results validation against expected outcomes. By automating complex testing tasks and reducing dependency on scarce mainframe expertise, organizations can now modernize their applications with greater confidence while improving accuracy through consistent, automated processes. The new testing capabilities in AWS Transform for mainframe are available today in US East (N. Virginia), Asia Pacific (Mumbai), Asia Pacific (Seoul), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) Regions. To learn more about automated testing in AWS Transform for mainframe, and how it can help your organization accelerate modernization, read the AWS News Blog, visit the AWS Transform for mainframe product page, or explore the AWS Transform User Guide.
Amazon Connect now enables businesses to restrict access to specific performance evaluation forms, preventing unauthorized access to evaluation form templates and completed evaluations. Businesses can provide managers access to modify or use only the evaluation form templates that are relevant to their business line or function, improving security and making it easier for managers to select the right form while completing evaluations. Additionally, both managers and agents can be restricted from viewing certain completed evaluations. For example, you can restrict agents from viewing test evaluations filled with a form template that is yet to be finalized.
This feature is available in all regions where Amazon Connect is offered. To learn more, please visit our documentation and our webpage.
Amazon Connect now enables businesses to restrict access to specific performance evaluation forms, preventing unauthorized access to evaluation form templates and completed evaluations. Businesses can provide managers access to modify or use only the evaluation form templates that are relevant to their business line or function, improving security and making it easier for managers to select the right form while completing evaluations. Additionally, both managers and agents can be restricted from viewing certain completed evaluations. For example, you can restrict agents from viewing test evaluations filled with a form template that is yet to be finalized. This feature is available in all regions where Amazon Connect is offered. To learn more, please visit our documentation and our webpage.
Amazon Connect now gives business users greater control over daily contact center operations without requiring technical resources. With new capabilities to create customer UIs that adjust queues, routing behavior, and customer experience settings in real time, business users can respond to changing conditions immediately while maintaining enterprise-grade governance and security. For example, during a weather disruption, an airline contact center operations manager can shift agents to rebooking queues, update after-hours routing, and activate a pre-approved protocol that refreshes IVR prompts and triggers customer notifications, all in minutes and without technical team intervention. This reduces wait times, increases agent productivity, and improves the customer experience at moments of peak demand.
Contact center administrators can start by defining key business configurations such as queue assignments, operating hours, skill mappings, and escalation rules, in data tables that directly drive contact flows. Guides can then be configured to surface role-specific actions for each business user within persona based workspaces. Together, these updates enable a business-led operating model that keeps contact center operations fast, consistent, and secure, all without relying on IT.
Amazon Connect now gives business users greater control over daily contact center operations without requiring technical resources. With new capabilities to create customer UIs that adjust queues, routing behavior, and customer experience settings in real time, business users can respond to changing conditions immediately while maintaining enterprise-grade governance and security. For example, during a weather disruption, an airline contact center operations manager can shift agents to rebooking queues, update after-hours routing, and activate a pre-approved protocol that refreshes IVR prompts and triggers customer notifications, all in minutes and without technical team intervention. This reduces wait times, increases agent productivity, and improves the customer experience at moments of peak demand. Contact center administrators can start by defining key business configurations such as queue assignments, operating hours, skill mappings, and escalation rules, in data tables that directly drive contact flows. Guides can then be configured to surface role-specific actions for each business user within persona based workspaces. Together, these updates enable a business-led operating model that keeps contact center operations fast, consistent, and secure, all without relying on IT. These new capabilities are available in all AWS regions where Amazon Connect is available. To learn more, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, please visit the Amazon Connect website.
Por qué Microsoft Copilot Studio es la base para la transformación empresarial agéntica
Por: Dan Lewis, vicepresidente corporativo de Copilot Studio.
Las organizaciones líderes actuales atraviesan una transformación empresarial agente. Este cambio lleva la IA de concepto a un impacto medible, al automatizar flujos de trabajo existentes y utilizar agentes para aumentar la productividad y reinventar funciones completas. Copilot Studio, la plataforma de agentes de Copilot, ofrece una solución gestionada por completo para lograr esto.
Por medio de Copilot Studio, organizaciones de todo el mundo pueden incorporar con rapidez los beneficios de la IA a su negocio. Copilot Studio permite a las empresas optimizar y automatizar sus procesos con flujos de trabajo agentes, crear agentes de propósito único para resolver problemas específicos y desarrollar soluciones multiagente que generen resultados empresariales medibles a gran escala. El resultado: una base escalable, segura y gobernable que apoya las necesidades de los administradores de TI y los propietarios de negocios que miden el retorno de la inversión (ROI, por sus siglas en inglés). Este sistema acelera la transformación agéntica al ofrecer la relación calidad-precio sin sacrificar calidad ni control.
Al mismo tiempo, con Microsoft 365 Copilot, los usuarios pueden utilizar con facilidad la IA para mejorar su productividad personal y de equipo. Esta experiencia personalizada para usuarios de Microsoft 365 Copilot ofrece una forma rápida y guiada de configurar agentes que apoyen su trabajo y automaticen tareas diarias, eliminándolas de su agenda.
Hoy nos entusiasma compartir nuevas capacidades en Copilot Studio que apoyan todos estos escenarios y grupos que utilizan nuestro producto, para facilitar a los creadores y administradores moldear el comportamiento de los agentes, hacer cumplir los estándares organizativos y ampliar la funcionalidad con IA.
Mejoras para el usuario final
Nuestra experiencia en Copilot Studio para crear agentes y flujos de trabajo, así como nuestras capacidades de creación de agentes en Microsoft 365 Copilot, continúan el apoyo de la creación de agentes para todos los usuarios, desde creadores profesionales y administradores de TI que realizan transformaciones de IA empresarial, hasta empleados que crean agentes y flujos de trabajo para su uso personal. Las actualizaciones recientes se centran en hacer el proceso más sencillo y eficiente.
Novedades en Microsoft 365 Copilot
Experiencia de creación rediseñada: Construyan y perfeccionen agentes mediante una interfaz conversacional mejorada que guíe a los usuarios y acceda a un conjunto ampliado de fuentes de conocimiento relacionadas con el trabajo.
Generación de archivos con lenguaje natural: Los agentes integrados en Microsoft 365 Copilot ahora pueden crear archivos de Word, Excel y PowerPoint en segundos por medio de comandos en lenguaje natural.
Camino de actualización fluido: Copien agentes de Microsoft 365 Copilot a Copilot Studio con un solo clic, para desbloquear la personalización avanzada de agentes de IA.
Agente de flujos de trabajo en Microsoft 365 Copilot: Creen, construyan y gestionen flujos de trabajo por medio de lenguaje natural en el chat. Aumenten la productividad con escenarios rápidos como triaje diario, resúmenes semanales y aprobaciones ligeras, todo de manera directa dentro de Copilot.
Los desarrolladores de aplicaciones de TI y otros creadores profesionales del sector ya pueden crear agentes sofisticados en Copilot Studio sin necesidad de programar. Copilot Studio incluye capacidades como conectar y actuar a través de más de 1.400 sistemas de registro mediante Model Context Protocol (MCP), conectores Power Platform y Microsoft Graph. También incluye herramientas amplias y profundas como escribir y ejecutar código de forma autónoma, ofrecer análisis de agentes y medición de ROI y datos completos de implementación, y más, todo basado en la plataforma de gobernanza y seguridad de Microsoft. Estamos entusiasmados de compartir nuevas capacidades que brindan a los creadores aún más flexibilidad y control para diseñar agentes empresariales adaptados a sus necesidades organizativas únicas.
Elijan su propio modelo: Seleccionen entre opciones líderes como GPT5 de OpenAI, Sonnet 4.5 de Anthropic y Opus 4.1 para potenciar a sus agentes. Esto les permite adaptar la inteligencia de los agentes a su escenario empresarial específico, optimizar el rendimiento, experimentar con nuevas capacidades y entregar agentes que se adapten a las necesidades únicas de su organización.
Asegúrense de que los agentes estén listos para el lanzamiento y que no retrocedan con el tiempo, con Evaluaciones: Las herramientas de evaluación integradas les ayudan a probar agentes frente a escenarios reales, comparar versiones y seguir el rendimiento con métricas claras. Las evaluaciones pueden dar a los equipos mayor confianza en que sus inversiones funcionan como se espera.
Uso del ordenador: Los agentes ahora pueden automatizar tareas entre aplicaciones y sitios web, por medio de experiencias seguras de Windows 365, desde navegadores alojados para automatización web rápida hasta pools de PC en la nube gestionados por TI para escalabilidad rápida.
Mejoras para el administrador
A medida que los agentes se convierten en piezas centrales para automatizar el trabajo y transformar flujos de trabajo, Copilot Studio introduce nuevas capacidades de gobernanza y protección diseñadas para ayudar a las organizaciones a mantener una supervisión sólida.
Análisis ampliados de agentes: Visión clara del rendimiento conectado y del agente infantil, visibilidad detallada del consumo y límites de créditos de Copilot, resúmenes generados por IA de los principales análisis de información de valor y analítica de interrogación mediante lenguaje natural.
Protección en tiempo real: Copilot Studio se integra con Microsoft Defender y otras plataformas de seguridad de confianza, lo que proporciona monitorización continua y protección contra amenazas como la inyección rápida, lo que ayuda a que cada agente funcione de manera más segura.
ID de Agente Microsoft Entra: Cada agente creado en Copilot Studio ahora recibe un ID único de Agente Microsoft Entra, lo que facilita registrar, gestionar y gobernar toda su flota de agentes.
Agent 365 y Copilot Studio: Control unificado para agentes
Los agentes han comenzado a asumir más responsabilidades en las operaciones empresariales y Copilot Studio es su plataforma de lanzamiento para construirlas. Con la introducción del Agente 365 —el plano de control para agentes—, las amplias capacidades de gobernanza y gestión que ofrecemos hoy, incluidos los controles de compartición, políticas avanzadas de conectores, inventario de agentes, gestión del entorno zonificado y más, también se integrarán en la plataforma Agent 365 al utilizar agentes integrados en Copilot Studio.
Además, en Copilot Studio, los creadores pueden ahora crear agentes que usan los nuevos servidores MCP de Agent 365. Estos servidores permiten a los agentes programar reuniones en Microsoft Teams, redactar documentos en Word, enviar correos electrónicos en Outlook y actualizar registros de gestión de relaciones con clientes (CRM, por sus siglas en inglés) en Microsoft Dynamics 365. Esto permite la entrega de flujos de trabajo inteligentes y conformes, así como agentes con rastreos de auditoría integrados y una aplicación granular de políticas, todo desde una sola plataforma.
Agent 365 está disponible a partir de hoy en Microsoft 365 Admin Center con Frontier, el programa de acceso anticipado de Microsoft para las últimas innovaciones en IA.
Escalar hasta la Empresa Frontera con control
La verdadera transformación ocurre cuando los agentes se construyen para escalar, se regulan para el cumplimiento y se miden en cuanto al impacto. Copilot Studio ofrece esa base, para que las organizaciones puedan construir sistemas multiagente empresariales, automatizar flujos de trabajo con precisión y reinventar procesos minimizando riesgos.
Los resultados de EY muestran lo que es posible cuando se invierte en una plataforma de agentes completa, basada en Microsoft. Son solo una de las muchas empresas que implementan agentes con Copilot Studio. En este caso, su PowerPost Agent construido sobre Copilot Studio llevó a grandes mejoras en el procesamiento de diarios:
Reducción del 95% en el tiempo de entrega
37% de ahorro de costes1
Implementar el Agente PowerPost con Microsoft Copilot Studio ha transformado de manera fundamental nuestro procesamiento de diarios. Lo que antes llevaba minutos ahora ocurre en segundos—a través de la optimización de los flujos de trabajo y la mejora en la precisión.
—Paula Korczak, directora de producto para el libro mayor general, EY
Esa es la diferencia entre montar plataformas de agentes aisladas e invertir en una plataforma gestionada y escalable como Copilot Studio: agentes y diseño de procesos con agentes que sean repetibles, auditables y escalables.
Empiecen hoy mismo
Para saber más sobre Copilot Studio y cómo puede transformar la productividad de su organización, visiten la web de Copilot Studio y suscríbanse hoy mismo para una prueba gratuita. Realicen la Evaluación de Preparación de Agentes para comparar la madurez de su organización en cinco áreas críticas—estrategia, datos, procesos, cultura y seguridad—y obtengan un informe personalizado para acelerar la adopción escalable de agentes y promover la transformación empresarial de los agentes.
Amazon Connect now allows you to test and simulate contact center experiences in just a few clicks, making it easy to validate workflows, self-service voice interactions, and their outcomes. For each test, you can configure the test parameters including the caller’s phone number or customer profile, the reason for the call (such as «I need to check my order status»), the expected responses (such as «Your request has been processed»), and business conditions like after-hours scenarios or full call queues. After executing tests, results show success or failure based on your defined criteria, along with the path taken by the simulated interaction and detailed logs to quickly diagnose potential issues
With this launch, you can run multiple tests simultaneously to validate scenarios and workflows at scale, reducing testing time. Companies can view test results and identify common failure patterns across all their tests in Connect’s analytics dashboards. These capabilities enable you to rapidly validate changes to your workflows and confidently deploy new experiences to adapt to your ever-changing business needs.
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. To learn more about Amazon Connect, AWS’s AI-native customer experience solution, please visit the Amazon Connect website.
Amazon Connect now allows you to test and simulate contact center experiences in just a few clicks, making it easy to validate workflows, self-service voice interactions, and their outcomes. For each test, you can configure the test parameters including the caller’s phone number or customer profile, the reason for the call (such as «I need to check my order status»), the expected responses (such as «Your request has been processed»), and business conditions like after-hours scenarios or full call queues. After executing tests, results show success or failure based on your defined criteria, along with the path taken by the simulated interaction and detailed logs to quickly diagnose potential issues With this launch, you can run multiple tests simultaneously to validate scenarios and workflows at scale, reducing testing time. Companies can view test results and identify common failure patterns across all their tests in Connect’s analytics dashboards. These capabilities enable you to rapidly validate changes to your workflows and confidently deploy new experiences to adapt to your ever-changing business needs. 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. To learn more about Amazon Connect, AWS’s AI-native customer experience solution, please visit the Amazon Connect website.
Amazon Connect now supports Model Context Protocol (MCP), enabling AI agents for end-customer self-service and employee assistance to use standardized tools for retrieving information and completing actions. With this launch, businesses can enhance their AI agents with extensible tool capabilities that improve issue resolution. For example, an AI agent can automatically look up order status, process refunds, and update customer records during a self-service interaction without requiring human intervention.
With this launch, Amazon Connect provides out-of-the-box MCP tools for common tasks such as updating contact attributes and retrieving case information. You can also use flow modules as MCP tools to reuse the same business logic across both deterministic and generative AI workflows. Additionally, you can integrate custom tools or third-party services through flow modules or the Amazon Bedrock AgentCore Gateway.
Amazon Connect now supports Model Context Protocol (MCP), enabling AI agents for end-customer self-service and employee assistance to use standardized tools for retrieving information and completing actions. With this launch, businesses can enhance their AI agents with extensible tool capabilities that improve issue resolution. For example, an AI agent can automatically look up order status, process refunds, and update customer records during a self-service interaction without requiring human intervention. With this launch, Amazon Connect provides out-of-the-box MCP tools for common tasks such as updating contact attributes and retrieving case information. You can also use flow modules as MCP tools to reuse the same business logic across both deterministic and generative AI workflows. Additionally, you can integrate custom tools or third-party services through flow modules or the Amazon Bedrock AgentCore Gateway. For region availability, please see the availability of Amazon Connect features by Region. To learn more about Connect’s AI agents please visit the website or see the help documentation. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.
Amazon Connect launches real-time AI agent assistance and contact summarization for Salesforce Contact Center with Amazon Connect (SCC-AC). It enables Connect AI agents to automatically leverage customer information and knowledge base articles from Salesforce CRM for accelerated issue resolution and consistent outcomes across voice and chat interactions.
When human intervention is required, the seamless integration within SCC-AC connects customers to agents who have a unified view of customer data, issue context, and interaction history within Agentforce Service and Agentforce Sales. Agents receive real-time voice transcripts and contextual recommendations, while supervisors gain enhanced call monitoring capabilities directly in Salesforce. Upon resolution, automated post-contact summarization enables agents to easily update Salesforce cases, streamlining administrative tasks. Administrators can deploy and configure this integrated contact center solution in minutes, leveraging Amazon Connect’s voice, digital channels, and intelligent routing capabilities.
Amazon Connect launches real-time AI agent assistance and contact summarization for Salesforce Contact Center with Amazon Connect (SCC-AC). It enables Connect AI agents to automatically leverage customer information and knowledge base articles from Salesforce CRM for accelerated issue resolution and consistent outcomes across voice and chat interactions. When human intervention is required, the seamless integration within SCC-AC connects customers to agents who have a unified view of customer data, issue context, and interaction history within Agentforce Service and Agentforce Sales. Agents receive real-time voice transcripts and contextual recommendations, while supervisors gain enhanced call monitoring capabilities directly in Salesforce. Upon resolution, automated post-contact summarization enables agents to easily update Salesforce cases, streamlining administrative tasks. Administrators can deploy and configure this integrated contact center solution in minutes, leveraging Amazon Connect’s voice, digital channels, and intelligent routing capabilities. This feature is available in all AWS Regions where Amazon Connect is available. To learn more and get started, see the Salesforce Contact Center with Amazon Connect documentation. To learn more about Amazon Connect, see Amazon Connect and our strategic Salesforce partnership
