In this pre-re:Invent episode of the Amazon Connect podcast, hosts Douglas Park and Marc Rudkowski set the stage for the upcoming event by exploring the latest advancements in AI and customer experience. They discuss the significance of observability and explainability in generative AI, the impact of new features like contact lens summarization, and the evolving role of AI agents in customer service. Tune in to discover how these innovations are shaping the future of customer interactions and what it means for businesses gearing up for re:Invent.