Natural conversations with controlled rhythm and tone
Amazon Web Services (AWS) is aiming to make its enterprise AI agents smarter and more human-like through new updates announced at the AWS re:Invent 2025 event, with the goal of delivering seamless and integrated customer experiences.
Since its launch in 2019, Amazon Connect has helped businesses deliver automated voice experiences using neural text-to-speech technology in more than 30 languages and automatic speech recognition in more than 25 languages.
The new update leverages Nova Sonic's advanced voice models to deliver natural, human-like conversations, with the ability to adjust tempo, tone, and comprehension across multiple languages and dialects, according to a report by TechRadar reviewed by MobiAlo.
Artificial intelligence that supports humans
The new updates enable true collaboration between humans and artificial intelligence:
- Analyzing conversation context and customer sentiment.
- Automatically suggesting next steps.
- Performing routine tasks such as document preparation and simple processing.
This allows humans to focus on building relationships and resolving complex situations, while AI handles the rest in the background.
A personalized experience and complete transparency
By combining real-time activity data with rich customer histories, AI agents can provide personalized product suggestions at the right moment and even predict customer needs before they ask, increasing satisfaction and creating new revenue opportunities.
Amazon Connect also provides comprehensive agent performance monitoring, including what the AI understood, the tools it used, and how it made decisions, to ensure future performance improvement and compliance.
