Amazon's customer service software can now connect to your other business apps without custom code
Why it matters
Contact-centre teams on Amazon Connect can wire flows to outside systems using tools they already built for AI agents, skipping custom code.
Ask your team
Which of our Amazon Connect flows rely on custom Lambda code that an External Tool block could replace?
What happened
Amazon Connect Customer has a new 'External Tool' block that lets customer experience flows call tools through . Flows can pull data from or trigger actions in third-party applications, reusing the tools already built for AI agent experiences, with no custom Lambda functions.
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Read the original at AWS What's New (AI)
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