Overview
Amazon Connect is AWS's cloud contact center — set up an omnichannel center in minutes with built-in voice, chat, tasks, email, and now AI. Amazon Q in Connect gives agents real-time, generative-AI assistance from your knowledge base. Amazon Lex builds chatbots and voicebots, while Amazon Polly does text-to-speech (with neural and generative voices) and Amazon Transcribe does speech-to-text. New voice-to-voice models from Amazon and partners enable natural, low-latency conversations.
Key concepts
- Speech-to-text (ASR), TTS, and end-to-end voice models
- Intent classification, slot filling, and dialog management
- Real-time agent assist and post-call analytics
- Sentiment and quality management at scale
- Voice biometrics and fraud detection
Key AWS services
- Amazon Connect
- Amazon Q in Connect
- Amazon Lex
- Amazon Polly
- Amazon Transcribe
Learn more — curated resources
Hand-picked official docs, foundational papers, and the best community guides for going deeper on this topic.
Sessions on this topic
27 sessions from the Summit covered this topic. Each is a self-contained mini-lesson.
- COP301Advanced
Elevating your Agentic AI Observability
Gain deep visibility into the performance and reliability of autonomous agents with Amazon CloudWatch. This session showcases how CloudWatch delivers endtoend observability for agentic AI workloadstracking decision quality, token efficiency, and workflow execution at scale. Explore prebuilt dashboards and advanced metrics that help you optimize agent performance, control operational costs, and maintain consistent behavior across complex intelligent systems. Walk away ready to implement productiongrade observability that ensures your AI agents operate reliably, make optimal decisions, and deliver measurable outcomes at scale.
- ISV303Advanced
From hours to minutes: SafetyCulture's journey to 90% faster analytics
Discover how SafetyCulture, the global workplace operations platform used by 70,000+ organizations, achieved a 90% reduction in daily data pipeline execution time while processing the same data volumes on Amazon Redshift. Join this session with SafetyCulture data engineering team to learn how their team transformed a complex, slow-running data warehouse into a high-performance, AI-ready analytics platform using modern lakehouse architecture principles.
- PRT207-SIntermediate
Charting the CX Frontier: A Cohesive, AI-Enabled Engagement Platform
Geopolitical instability, rising CX demands, rapid tech shifts, and escalating cyber threats converge faster than manual processes can handle. Join our expert panel as they leverage AWS and AI to build customer solutions, elevate engagement, and neutralise cyber threats. We'll share real deployments, proven governance, and measurable gains in efficiency, resilience, and customer impact.
- PRT103-SFoundational
Cloud Anywhere: Architectural Freedom for Unified Data and AI 5 Steps to Enterprise-Grade AI Security for Amazon Bedrock Projects
Need flexibility across cloud and on-premises This session reveals how delivering cloud anywhere gives you the architectural freedom to run data and AI across AWS, clouds and hybrid environments. Discover how a unified data fabric simplifies governance and security, accelerating AI-driven innovation. Achieve unified control and compliance for highly regulated environments.
- DAT402Expert
Deep dive into database integrations with AWS Zero-ETL
Learn how AWS zero-ETL integrations eliminate complex data movement pipelines across multiple database engines, enabling data engineers, architects, and DBAs to reduce maintenance overhead while ensuring near real-time data availability for analytics and ML workloads. Examine the underlying architecture for supported zero-ETL integrations between Amazon Aurora, Amazon DynamoDB, and Amazon RDS sources to Amazon Redshift, Amazon SageMaker, and Amazon OpenSearch Service targets. Explore data movement options, tunable settings, and monitoring capabilities for ongoing data replicationall without traditional ETL complexity.
- ISV304Advanced
Managing AI Agents with Confidence and Control using Kasada & AWS
AI agents are powerful but riskythey can access sensitive data, trigger workflows, and make autonomous decisions. Kasada and AWS are helping enterprises adopt agents with confidence through comprehensive AI agent trust management that protects legitimate AI agents while detecting and blocking malicious automated visits. Kasada's platform, integrated with AWS services, enables organizations to distinguish trusted agent traffic from sophisticated bot threats, monitor for anomalous behavior, and maintain agent integrity against evolving AI-powered attacks. Join Kasada and AWS experts to explore a practical framework for managing agent trust: how AI and agentic traffic are being abused today, where risks appear across discovery and checkout, how teams decide when to allow or block agents, what new protocols like Web Bot Auth do and where they fall short, and what Kasada has built for agent traffic visibilityall while maintaining seamless customer experience.
- ARC307Advanced
AI Powered Resilience Lifecycle
Not all disaster recovery strategies can address the complex, dynamic nature of modern cloud infrastructures, leading to gaps in system resilience and compliance adherence. Discover how to enhance resilience and disaster recovery on AWS empowered by AI. This approach bridges infrastructure insights and application-level testing, enabling more effective disaster recovery preparation. You will learn how to leverage Large Language Models (LLMs) with AWS Resilience Hub and AWS Systems Manager to modernize testing, analyze infrastructure, and generate targeted AWS Fault Injection Service experiments and recovery runbooks. Walk away with practical examples of automated test generation with templates and learn to design prompts.
- AIM101Foundational
AI League Championship | 14-May | 08:00 - 16:00
Experience the ultimate AI showdown from your theater seat as finalists from the AWS AI League: Agentic AI challenge battle head-to-head in real-time. Watch top performers compete in a live, tournament-style competition where their AI agents navigate complex challenges, demonstrating the power of intelligent automation and decision-making under pressure. This electrifying viewing experience offers AI practitioners and enthusiasts unique insights into orchestrating intelligent agents using Amazon Bedrock AgentCore. See firsthand how agents handle real-world scenarios including code execution, web browsing, content moderation, and multi-step problem solvingall while competing for championship glory. The 1st place winner will represent Australia at the 2026 AWS AI League Championship at re:Invent 2026.
- PRT210-SIntermediate
Charting the CX Frontier: A Cohesive, AI-Enabled Engagement Platform
A forward-looking view of how enterprises are transforming customer experience through unified, AI-driven architecture. By moving away from fragmented solutions to an integrated platform spanning AI-powered engagement, automation, and orchestration, organisations can deliver more consistent, scalable, and outcome-focused experiences in an AI-first era.
- FSI207Intermediate
From enterprise data mesh to AI with Amazon SageMaker Unified Studio
From enterprise data mesh to AI with Amazon SageMaker Unified StudioFinancial institutions are unlocking enormous value with AI agents — from personalised customer experiences to better risk decision making. But to deliver on that promise, agents need data they can find, understand, and trust. This session shows how a data mesh architecture on Amazon SageMaker Unified Studio builds that foundation: discoverable data across lines of business, business context that grounds agent responses in real meaning, quality signals that build confidence in every answer, and governed access that keeps you compliant by design. We cover domain ownership, multi-account strategies, data contracts, business glossaries, data quality, and cross-domain governance — and demonstrate how this foundation empowers agentic AI that delivers trusted, accurate results at enterprise scale.
- DEV306Advanced
Taming Legacy Code: Multi-Agent AI in Brownfield Systems
Real engineering happens in legacy codebases, not blank canvases. This session explores deploying multi-agent AI workflows using Kiro against brownfield production systems with tangled dependencies and accumulated technical debt. Learn how to orchestrate specialised agents for system mapping, dependency navigation, code generation, and validation within complex existing architectures. We'll examine practical strategies for providing sufficient context to agents, implementing guardrails to prevent regressions, and coordinating multiple agents toward shared goals. Walk away with actionable techniques for applying agentic AI to real-world codebases, understanding where automation delivers value and where human judgment remains irreplaceable.
- STP204Intermediate
How Heidi Health Fine-Tunes Speech-to-Text Models on AWS
Join Heidi Health and AWS's Generative AI Innovation Center (GenAIIC) for a behind-the-scenes look at building and deploying custom speech-to-text AI for healthcare. Learn hard-won lessons and a practical blueprint: curating domain-specific training data, fine-tuning open-weight models, validating non-deterministic outputs at scale, and shipping to production with optimized inference. Both teams share how AWS services reduced infrastructure complexity, accelerated iteration cycles, and scaled custom models across diverse real-world use cases — all while maintaining security and cost efficiency. Ideal for ML engineers, data scientists, and technical leaders exploring fine-tuning and production ML on AWS.
- FSI204Intermediate
Agentic AI in Financial Services: Architectural Patterns That Work
Getting agentic AI right in financial services means balancing innovation with the realities of compliance, risk, and auditability. This session cuts through the hype — exploring proven architectural patterns from reactive agents to multi-agent topologies, and how FSI organisations are using them to transform customer experience and automate operations. Leave with actionable guidance on building the business case, avoiding enterprise-scale pitfalls, and putting well-architected agents into production.
- IND204Intermediate
How Transurban Transformed Customer Experience with AI Agents on AWS
Every month, Transurban handles 5.5 million customer interactions across its Linkt brand — and is reimagining every one of them. Built on Amazon Connect, Transurban's AI-powered customer service platform has evolved from simple chatbots to multi-turn conversational AI and personalised experiences that are already lifting bot containment and freeing agents for higher-value work. Join this session to hear how Transurban is aligning people, process, and AI to transform customer service, what's coming next with Amazon Connect Cases and Email, and the hard-won lessons from scaling AI in a complex enterprise.
- ISV102Foundational
From documents to voice - building AI products on AWS
How Affinda leverages Amazon Bedrock (Claude), SageMaker, EKS & CloudFormation to deliver intelligent document processing at enterprise scale, cutting setup time and costs by 90% with 95%+ accuracy. This session will demonstrate how Affinda powers real-world AI product development from Affinda's Intelligfent Document Processing platform to Pathfindr's (acquired by Affinda) custom AI agents. The session will showcase the complete journey of building Honey Insurance's voice agent - Australia's first voice agent in financial services, and how the Affinda-AWS partnership enables rapid AI product development for Enterprises.
- STP212Intermediate
How Apate AI uses Amazon Bedrock and voice AI to catch scammers
Scams are a global epidemic costing businesses and consumers trillions. Apate AI turns the tables on fraudsters by deploying lifelike conversational AI agents, powered by Amazon Bedrock and speech models on Amazon SageMaker bidirectional streaming, that engage scammers in real time to detect, divert, disrupt, and decode their tactics. In this session, learn how Apate AI converts every scam interaction into actionable intelligence and how to build your own voice AI agents on AWS.
- IDE102Foundational
Power of Possibility: Leading Through Innovation and Connection
As AI reshapes every industry, professionals across all roles and backgrounds are navigating an unprecedented pace of changebringing new opportunities but also rising burnout, blurred boundaries, and pressure to continuously adapt. This moment of disruption presents a powerful opportunity to not only deliver innovation but to redesign how we lead, build culture, and sustain meaningful careers in more equitable ways. Join accomplished AWS leaders and peers for this immersive session that combines strategic leadership frameworks, emotional intelligence, and interactive roundtable discussion to accelerate your impact in tech. Together, we will explore practical strategies for claiming visible technical leadership, activating professional networks, setting sustainable boundaries in hybrid work, and championing responsible AI adoption without amplifying existing inequalities. Participants will share lived experiences, tactics that worked and lessons learned, and build meaningful connections through guided speed networking in a collaborative, supportive environment. This session empowers professionals from all backgrounds, with particular focus on amplifying diverse voices and fostering inclusive innovation. Leave with actionable strategies to strengthen your leadership presence, leverage emotional intelligence as a career accelerator, build psychologically safe and inclusive team environments, and navigate the challenges shaping your future in tech.
- ISV101Foundational
How AI is Transforming Pharmacy Care with Amazon Nova:MedAdvisor Story
MedAdvisor, Australia's leading medication management platform connecting over 90% of community pharmacies, faced a critical challenge: pharmacists were losing hours daily to manual documentation, diverting time from patient care. To solve this, MedAdvisor built an AI-powered Scribe using Amazon Nova on Amazon Bedrock. The tool listens to pharmacy consultations in real time, transcribes conversations, and automatically generates structured clinical notes. Through iterative prompt engineering, output quality improved from 3.5 to nearly 4.5 out of 5, surpassing market alternatives. Now in beta across Australia, the solution went from concept to production-grade clinical documentation in under six months.
- BIZ201Intermediate
AI-Everywhere: Transform Customer Interactions into Memorable Moments
The enterprise landscape is shifting rapidly, forcing businesses to rethink their customer experience (CX) and collaboration strategies. From rising security threats, to dynamic workforces, to the desire to delight customers at every touchpoint: the demands are complex and ever-evolving. AWS empowers you to navigate these challenges with AI embedded from day one across the entire customer journeynot bolted on, but built in.
- IND201Intermediate
Transforming software license efficiency - Human-centered AI on AWS
As Worley's software landscape expands, manual license governance struggles to keep pace with scale and complexity. While manual optimisation has delivered measurable results, a sustainable approach is needed to scale these outcomes. Software Intelligence Advisor (SIA) is Worley's agentic AI solution that enables optimal license decisions and empowers end users. Underpinned by AWS native data platforms, SIA combines deep usage intelligence with a conversational agent that meets users within existing collaboration tools. Through trusted, context-aware conversations, the agent validates usage patterns and encourages better behaviours — delivering scalable, human-centred optimisation and a pragmatic path to learning what agentic AI can deliver.
- ISV203Intermediate
AI Monetization and Pricing Strategies
Software companies developing AI solutions face unique monetization challenges. AI compute costs run 3-5x higher than standard applications, per-user pricing often yields negative margins, and profit margins typically fall 10-30 points below traditional SaaS. This session introduces a proven framework to help you navigate AI pricing complexities. Learn how to identify value capture attributes, select appropriate pricing models, and build sustainable monetization strategies. We'll cover when to begin pricing considerations, how to apply an AI monetization framework to your solutions, and how to develop an approach tailored to your company's position. Whether defining your initial AI pricing strategy or validating your current approach, gain actionable insights to maximize the value of your AI investments.
- SMB204Intermediate
Accelerated Insights from Amazon Connect using AI
AAMC partnered with AWS to build an intelligent, AI-driven contact centre that transforms data into actionable insights. The solution unifies customer interaction datacalls, chats, surveys, and QA reviewsinto a single environment where AI continuously analyses and learns. Leaders ask questions in natural language and receive instant, data-backed answers with visual context. This self-optimising system enables faster, more confident decision-making while continuously improving customer experience operations through deeper visibility and adaptive learning capabilities.
- IND101Foundational
Test, Learn, Iterate: Amazon Connect Success
Discover how Flybuys achieved rapid contact centre transformation through early Amazon Connect adoption using AI-powered capabilities and a disciplined Test, Learn, Iterate approach. Starting with a focused pilot, they deployed AI-driven features like intelligent routing, real-time sentiment analysis, and automated quality assurance. They progressed through Launch, Activate, and Consume phasescapturing baseline metrics, scaling through peer-led training, and continuously refining AI performance based on weekly feedback loops. The results: reduced AHT, improved CSAT, 100% AI-powered QA coverage, and measurable ROI. This demonstrates that early AI adoption delivers calculated, data-driven transformation.
- IND206Intermediate
How scalable data foundations helped TGE unlock the power of AI
In one of Australia's most operationally complex industries, Team Global Express (TGE) turned data into a strategic asset, and AI into a competitive edge. In 2025, TGE invested in data modernisation, establishing an AWS native data platform which now serves as the operational heartbeat of its logistics network. On this foundation, TGE is delivering compounding business value through rapid deployment of AI solutions across multiple domains. Join this session to learn how TGE secured board-level backing, built a lean AI team, and is scaling pragmatic, cost-effective AI — including the lessons learned along the way and whats next on their roadmap.
- STP214Intermediate
Create hyper-personalized voice interactions with Amazon Nova Sonic
We've all experienced itthat moment when an AI assistant creates more problems than it solves because of its robotic responses and lack of contextual awareness. It operates in a vacuum, making customer experiences less than delightful. In this session, you will learn how to create meaningful and hyper-personalized customer experiences with Amazon Nova Sonic and design patterns to enable new use cases. You will discover how Amazon Nova Sonic's tool use and function calling capabilities enable integration with external APIs and internal and external data sources to provide context that makes for delightful voice-based customer interactions.
- ISV213Intermediate
From GRC Platform to AI-Native Risk Intelligence on AWS:Protecht Story
Protecht, a global leader in enterprise risk management software, partnered with AWS and Caylent to build Cognita AI, an embedded AI assistant purpose-built for governance, risk, and compliance (GRC). Backed by a $280M PSG investment, Protecht built Cognita on a production-grade Amazon EKS foundation, integrating Amazon Bedrock and Anthropic's Claude models with a RAG architecture grounded in Protecht's proprietary GRC content. The result is a contextual, explainable, and auditable AI assistant that guides risk professionals through complex workflows, earning high accolades at the Gartner Enterprise Risk, Audit & Compliance Conference and setting a new benchmark for investor-grade, regulator-trusted AI in months.
- MAE204Intermediate
How Amazon Ads Creative Agent uses AWS to democratize ad creation
Media advertisers see up to 25% higher engagement when delivering custom creative to relevant audiences, yet producing quality video ads traditionally requires weeks of expensive and specialized expertise. Discover the inner workings of Amazon Ads new AI Creative Agent, and how it's transforming the creative process by automating and enhancing the generation of multi-format ads to businesses regardless of their size or creative expertise. Explore how Amazon Bedrock, custom-built ML models, GPUs, and model evaluations are used to orchestrate and generate compelling ad creatives into full video productions with professional voiceovers from conversational natural language, while reducing creative development time.
Non-obvious insights
From the PlaybookOne sharp, contrarian insight per session — the things teams don't think of unprompted.