Amazon Connect Launches Agentic CX Designer to Streamline AI Self-Service

Amazon Web Services (AWS) has launched Agentic CX designer (NLX) for Amazon Connect. The new tool provides a no-code canvas designed to help organizations build and deploy AI-powered self-service experiences across voice and digital channels.

The Agentic CX designer aims to bridge the gap between agentic and deterministic AI, allowing enterprise teams to maintain control and reliability while leveraging the flexibility of generative models.

According to the release, the platform enables business teams to handle the end-to-end lifecycle of conversational design—from initial integration with core business systems to testing, simulation, and final production—within a timeframe of weeks rather than months.

Alongside the designer, Amazon is introducing Live Sync, a feature intended to facilitate real-time guidance within web or mobile applications. Live Sync synchronizes a customer’s digital interface with their ongoing voice or chat conversation.

For instance, a customer initiating a loan application via a phone call can receive a direct link to the relevant web page and complete the form while remaining on the line. The system allows the user to ask questions and input data via voice as they navigate the digital form. Similarly, a customer describing a product in a mobile app can have the corresponding product page automatically displayed without needing to manually enter search terms.

By merging these capabilities, Amazon Connect aims to turn standard interactions into single, guided experiences that span multiple modes of communication. And by combining agentic AI—which can take independent action—with deterministic AI—which follows strict rules—AWS is addressing a primary enterprise concern regarding generative AI: the need for predictability in regulated environments.