Amazon Connect Customer launches agent-to-agent collaboration

Amazon Connect Customer now supports agent-to-agent collaboration, giving customers the choice to bring in specialized AI agents during a live interaction to resolve a customer request. With this launch, Connect Customer AI agents can collaborate with each other, and with AI agents outside Connect Customer, over the open agent-to-agent (A2A) protocol through text or bidirectional voice. For example, a bank’s frontline AI agent handling a customer call can delegate a fraud risk assessment to a specialist scoring AI agent, use the result to approve the transaction on the spot, and then transfer