This new capability lets specialized AI agents communicate via text or bidirectional voice during live interactions, improving customer issue resolution by delegating tasks such as fraud risk assessment or dispute handling between AI agents. AWS collaborated with the Linux Foundation's A2A Technical Steering Committee to extend the open agent-to-agent protocol with voice streaming and session continuity features required for customer engagement.
Connect Customer integrates coordination of context and unified analytics across AI agents, providing a consistent experience and comprehensive observability of interactions. This enhancement supports advanced AI-driven customer service workflows across multiple supported AWS Regions.
Source & further reading
Amazon Connect Customer launches agent-to-agent collaboration ↗Source published 2026-09-22. 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.