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Tom Morgan and Alex Baker catch up on recent Amazon Connect and contact center updates, including a blog post on the EU AI Act requiring clear AI disclosure at first interaction and strong logging/auditing by August 2, with significant GDPR-scale penalties and shared-responsibility implications for AWS customers. 

They also discuss a LinkedIn video on voice models that argues data, prompts, guardrails, action execution, and testing matter more than voice choice, and discuss roadshows, the Amazon Connect User Group event in London on June 3, and AWS Summit London at ExCeL with multiple Amazon Connect sessions and demos.

AI agent co-host Aria joins to discuss customer examples like Centrica’s reported 38% handle-time reduction and Richmond, Virginia moving 911 dispatch to Amazon Connect, plus Salesforce deprecating the CTI adapter in favour of Service Cloud Voice and new Connect coaching workflows tied to evaluations.

Links:

EU AI Act Article 50: What Contact Centre Owners Need to Know Before August | The thoughtstuff Blog

Video: Everyone wants to know what voice model to use for their AI Agent | LinkedIn

The Independent User Group for Amazon Connect

AWS Summit London 2026

00:00 Welcome Back to ACP

00:48 Episode Agenda Catch Up

01:32 EU AI Act Deadline

05:15 Compliance Shared Responsibility

06:54 Voice Models Beyond Hype

08:23 Roadshows and User Group

10:18 AWS Summit London Preview

14:57 Aria Joins News Roundup

16:11 Richmond 911 on Connect

18:38 Salesforce CTI Deprecation

21:26 New Voices and Languages

22:02 Coaching Workflows and Culture

25:11 Wrap Up and Subscribe

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