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Tom Morgan and co-host Alex Baker return to the Amazon Connect Podcast after a break since re:Invent, explaining that rapid developments in AI agents and increased client demand have driven their focus.

They revisit Amazon Connect’s Unlimited AI pricing and argue it now makes more sense as AI features spread across the entire platform, reflecting a shift toward an “AI-first contact center,” bolstered by nearly 30 AI capabilities announced at re:Invent.

They discuss Enterprise Connect news including Predictive Insights and Amazon’s view that call deflection is the wrong sole success metric, plus Amazon Connect Health as a vertical offering with built-in healthcare agent capabilities.

They introduce ARIA, an AI co-host, to debate deflection vs. resolution, Klarna’s AI-first staffing reversal, and why processes, monitoring, transcript analysis, and human escalation paths are critical for successful AI-agent deployments.

00:00 Welcome to ACP

00:36 Why We Went Quiet

01:24 Unlimited AI Pricing Shift

02:53 AI First Connect Era

04:32 Enterprise Connect Highlights

05:36 Amazon Connect Health Focus

07:58 Klarna Reality Check

09:32 Meet ARIA AI Co Host

11:01 Rethinking Deflection Metrics

14:22 Designing Human Escalation

17:02 Observability and Iteration

18:54 Are AI Agents Ready

22:33 ARIA Name and Takeaways

23:52 Debrief and Wrap Up

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