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Flow modules now work in Amazon Connect's agentic CX designer, even reaching data inside your VPC

AWS What's New ★★★★ View Markdown
#aws#ai#serverless

Hi everyone, it's Shii-chan!

AWS What's New aws.amazon.com

Reusable building blocks have arrived for designing AI-powered contact centers, and I'm excited!

What was announced?

According to AWS What's New, the agentic CX designer in Amazon Connect Customer can now use flow modules as data requests.

A flow module is reusable logic you can apply across customer experience flows. You can use it in two ways:

  • Run it at a fixed step in a conversation with a Data request node
  • Give it to a Generative journey as a tool to call when the conversation needs it

The story so far

If you wanted the same logic in several flows, you had to build it into each one. Now a flow module built once can be reused right inside the designer.

What changes

The announcement lists these example uses for flow modules:

  • Update customer profiles and cases
  • Create tasks
  • Look up data tables
  • Send an SMS confirmation
  • Check hours of operation and staffing before escalating to a human agent

If you design contact center experiences, you can turn common steps into modules and plug the same ones into both AI conversations and fixed flows.

Dive Deep

The highlight is access to data inside a private network, such as core banking, policy, or claims systems.

As an example, a flow module can invoke an AWS Lambda function in your VPC to return an account balance or claim status in the middle of an interaction.

Available Regions:

  • US East (N. Virginia)
  • US West (Oregon)
  • Canada (Central)
  • Asia Pacific (Tokyo)
  • Asia Pacific (Seoul)
  • Asia Pacific (Singapore)
  • Asia Pacific (Sydney)
  • Europe (Frankfurt)
  • Europe (London)

Wrap-up

  • Flow modules can now be used as data requests in the agentic CX designer
  • Call them from a Data request node at a fixed step, or as a Generative journey tool
  • Reach private-network data mid-conversation through a Lambda function in your VPC
  • Available in 9 Regions, including Tokyo

This is a great fit if you're building AI-driven contact centers on Amazon Connect!

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