Amazon Connect adds external tools to customer service flows

Published Monday, November 2, 2026 · 4:09 PM EST

AWS says Amazon Connect Customer can now retrieve data or trigger actions in third-party applications through a new External Tool block in customer experience flows. The block uses Model Context Protocol tools through Amazon Bedrock AgentCore Gateway, allowing businesses to reuse tools from their AI agent experiences without writing custom Lambda functions. A financial institution could use the block to retrieve case histories from a customer relationship management system or transaction details from a banking platform. The feature is available in nine AWS Regions, including Northern Virginia, Frankfurt, Singapore and Tokyo.

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