Show Notes
Corey Quinn sits down with Pasquale DeMaio, VP of Amazon Connect Customer , to talk about how Agentic AI is reshaping customer service, and why replacing humans isn’t necessarily the goal. They dig into the evolution of Amazon Connect Customer from a cloud-based contact center into an AI-powered customer experience platform, where agentic AI, real-time customer context, voice technology, and deterministic workflows work together to actually solve problems.
They also explore where humans still matter most, why poorly chosen metrics can create terrible customer experiences, the importance of guardrails as AI becomes more autonomous, and what happens when AI agents start talking to other AI agents. The future of customer service may be increasingly automated, but the real opportunity is making every interaction feel smarter, faster, and more human.
Show Highlights: (00:16) Origin Story of Connect (01:49) From Call Center to Cloud (04:48) AI First Engagement Vision (07:04) Agentic Canvas and Workflows (09:20) When AI vs Humans Matter (11:20) Guardrails and Fraud Risks (14:11) Multimodal Live Sync Flights (16:35) New Voices and Localization (18:18) Voice Selection and Custom Voices (20:49) Enterprise Scale and Trust (23:45) A2A and Open Agent Ecosystem (25:21) Making Connect Easier to Use (27:53) Customer Profiles and Personalize (29:20) Wrap Up and Where to Learn More
Sponsored by: duckbillhq.com
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