This feature enhances transparency by allowing users to examine how AI agents reason and respond during customer conversations through an accessible trace and full transcript in the Connect web UI. This enables diagnosis of errors such as incorrect reasoning, faulty tool invocation, or response timeouts, improving confidence in deploying AI-driven customer service.
Available in all AWS Regions supporting Amazon Connect Customer AI Agents, this tool aims to optimize troubleshooting and validation of agentic experiences. The feature represents an advancement in observing AI decision processes in voice-based customer interactions, as claimed by AWS.
Source & further reading
Amazon Connect Customer now offers AI agent trace details for self-service voice interactions ↗Source published 2026-06-08. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.