Amazon Web Services has expanded its cloud contact centre service Amazon Connect into 4 industry-specific AI agent services, SiliconANGLE reported on April 28 local time.

The existing Amazon Connect has been reorganised as Amazon Connect Customer AI, and Amazon Connect Decisions, Amazon Connect Talent and Amazon Connect Health services have been added.

AWS used Amazon Connect for Amazon.com’s own customer service, then expanded it into an external business after seeing its potential.

The keyword in the expansion is “humorphism.” The core idea is for AI agents to learn context like humans, set task priorities and request needed information on their own.

The company said Amazon Connect Decisions is based on optimisation technology used in Amazon operations and supply chains. It aims to shift spreadsheet-based logistics management to an agent-based approach. When supplier issues arise, it goes beyond simple alerts by identifying problems, classifying exceptions and presenting solutions, expected costs and confidence scores. It runs on Chronos2, an AI model specialised in time-series forecasting.

Amazon Connect Talent is based on experience Amazon has built by hiring 250,000 seasonal workers each peak season. An AI agent analyses job descriptions to create interview plans, and an AI interviewer automatically conducts interviews. Human recruiters review each applicant’s results and competency scores and make hiring decisions. Amazon Connect Health is a service for automating healthcare administration that was launched earlier this year. It provides functions including patient verification, appointment management and converting doctor-patient conversations into clinical records in real time.