Amazon Connect unveiled a unified platform strategy at AWS re:Invent, integrating AI agents across voice and chat with a per-minute pricing model that excludes extra fees for advanced features. The platform, now processing 12 billion AI-assisted minutes annually, introduced the Amazon Nova Sonic model to combine speech understanding and generation for lower latency. UK energy provider Centrica reported reducing average handle times from 140 to 87 seconds and increasing Net Promoter Scores by 89% after adopting the system.
