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We recap the two-day Amazon Connect Customer Community event in London, noting that the agenda and partner conversations were overwhelmingly focused on AI, especially agentic AI, rather than traditional contact center topics.

We discuss workshops on setting up agentic AI and automating evaluations/quality monitoring, emphasizing that while building an agent can be fast, ongoing monitoring, measurement, and business change are critical.

Key themes from sessions and keynotes include AI agents evolving from rigid chatbots into collaborative coworkers that may orchestrate multiple agents, the provocative idea that an “AI boss” could arrive before an AI colleague, and “machine customers” where an AI acts on behalf of users and selects the most efficient experience. 

We highlight strong AWS investment signals, the value of in-person community access, and the urgency for organizations to start now.

Find out more about CloudInteract at cloudinteract.io.