（Source：Thomas Network）

Amazon Web Services is expanding its Amazon Connect platform into a broader suite of agentic artificial intelligence tools aimed at improving operations across supply chains, hiring, and customer engagement.

AI for Supply Chain Decision-Making

A central component of the expansion is Amazon Connect Decisions, a tool designed to support supply chain planning and execution. The platform combines forecasting models with AI agents that analyze demand patterns, identify disruptions, and recommend actions in near real time.

According to Supply Chain Dive, the system aggregates data from multiple enterprise systems and can reduce decision timelines from days to hours by prioritizing critical issues and identifying root causes. The platform also learns from user inputs, enabling continuous improvement in forecasting and inventory management.

Automating High-Volume Hiring

Amazon Connect Talent focuses on streamlining recruitment, particularly for high-volume hiring environments. The system uses AI agents to generate interview frameworks, conduct candidate screenings, and deliver structured evaluations to recruiters.

By automating administrative tasks, the tool allows hiring teams to focus on decision-making and candidate engagement. The platform also removes identifying information from evaluations, aiming to standardize assessments based on skills and competencies.

Expanding Customer and Healthcare Applications

The updated Amazon Connect Customer platform introduces configurable AI-driven workflows for customer service operations, including identity verification, billing support, and personalized recommendations. Businesses can deploy these capabilities more quickly compared to traditional systems.

Meanwhile, Amazon Connect Health targets administrative processes in healthcare settings, such as scheduling and documentation.