Amazon Connect Customer now supports Model Context Protocol (MCP) tools in flows

Amazon Connect Customer now includes a new 'External Tool' block that allows customer experience flows to invoke Model Context Protocol tools directly. This feature eliminates the need to write custom Lambda functions when connecting flows to third-party applications. The integration leverages Amazon Bedrock AgentCore Gateway to facilitate these connections, streamlining data retrieval and action triggering within flows.

The External Tool block enables flows to access external data sources or systems during customer interactions. For instance, a financial institution’s flow can retrieve case history from a CRM or transaction details from a banking platform without additional development work. This capability enhances the ability of flows to provide relevant context to customers or agents in real time.

The feature is available in multiple AWS Regions, including US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), and Asia Pacific (Tokyo). Organizations can deploy this functionality in supported regions to improve customer experience workflows.

Administrators can configure the External Tool block using the provided administrator guide, which outlines setup and usage instructions. Amazon Connect Customer, described as an agentic AI solution, aims to help enterprises deliver improved customer experiences through these new capabilities.