Overview
Create intelligent conversational AI applications.
What is Agentic CX Designer?
Agentic CX designer is a service within Amazon Connect Customer for designing, building, testing, deploying, and optimizing conversational AI applications.
You may hear these experiences described as “bots,” but in agentic CX designer, we refer to them as conversational AI applications because they can do more than respond to simple user messages. A conversational AI application can guide structured workflows, answer questions from trusted knowledge, connect to APIs, reason through multi-step tasks, and escalate to human agents.
Agentic CX designer gives teams one workspace to create conversational experiences that are structured enough for business control and flexible enough for natural AI-powered interaction.
What you can build
With agentic CX designer, you can build conversational AI applications for experiences such as:
Customer service automation
Appointment scheduling
Order lookup and updates
Account support
Knowledge base Q&A
Troubleshooting flows
Agentic task completion
Human handoff and escalation
These applications can combine deterministic workflow logic with generative AI, integrations, knowledge bases, and guardrails.
How agentic CX designer works with Amazon Connect Customer
Amazon Connect Customer provides the customer entry point and contact center layer. Agentic CX designer provides the conversational AI application layer.
Manages the customer entry point into the experience.
Designs and runs the conversational AI experience.
Handles contact flows, routing, queues, and channel setup.
Handles applications, flows, nodes, prompts, integrations, knowledge bases, guardrails, and analytics.
Routes the customer into the selected agentic CX designer application and environment.
Executes the selected application logic and returns the next response or action.
Supports escalation into the contact center experience.
Determines when and how the conversation should escalate based on the application design.
In a typical setup, a customer enters through an Amazon Connect Customer flow. That flow uses an Agentic CX block to invoke the selected conversational AI application and deployed environment. Agentic CX designer then handles the conversation experience, including flow routing, user responses, API calls, knowledge retrieval, generative AI behavior, guardrails, and monitoring.
Build, deploy, observe, and improve
Agentic CX designer brings the full conversational AI lifecycle into one workspace.
Build
Create applications, flows, nodes, prompts, slots, variables, integrations, knowledge bases, and guardrails.
Test
Validate routing, flow behavior, variables, state, tools, and troubleshooting details before deployment.
Deploy
Package application changes into builds and deploy them to the appropriate environment.
Observe
Review conversation history, transcripts, evaluations, analytics, guardrails, and performance after deployment.
Optimize
Use analytics, tags, A/B tests, and conversation review to improve the experience over time.
Core capabilities
Agentic CX designer helps teams create conversational AI applications with:
Visual workflow design
Build structured conversation paths using a no-code Canvas.
Deterministic logic
Guide users through predictable steps, decisions, user choices, API calls, and controlled handoffs.
Generative AI nodes
Generate dynamic responses, classify user intent, transform data, and support more flexible interactions.
Agentic experiences
Use agent nodes to reason through multi-step tasks, call tools, collect information, and complete goals.
Knowledge bases
Ground responses in trusted content.
Integrations and Data requests
Connect conversations to managed services, custom APIs, and external systems.
Guardrails
Apply safety, brand, compliance, and policy controls to user inputs and application outputs.
Testing and debugging
Test applications and flows, inspect event logs, and troubleshoot variables, state, tools, and routing behavior.
Analytics and monitoring
Observe live performance, review transcripts, track tags, analyze flow traversal, and improve deployed applications.
How conversations run
At runtime, agentic CX designer orchestrates the conversation between the user, the application, and any connected systems.
During a conversation, agentic CX designer can:
Receive a user message or event.
Determine the appropriate flow or next step.
Maintain conversation state across turns.
Collect user inputs through slots and variables.
Apply deterministic logic or generative AI behavior.
Retrieve information from knowledge bases.
Call APIs or managed integrations.
Apply guardrails to inputs and outputs.
Return the next response, action, or handoff.
Record activity for testing, troubleshooting, analytics, and monitoring.
This lets builders create experiences that feel natural to users while still giving teams control over business logic, compliance requirements, and operational behavior.
Built-in AI and model flexibility
Agentic CX designer includes built-in generative AI capabilities that can be used across different parts of a conversational application.
Examples include:
Text generation
Create dynamic responses, summaries, reformatted messages, or user-facing explanations.
Intent classification
Route user utterances to the right flow using AI descriptions.
Slot capture
Collect multiple pieces of information naturally, even when users provide details out of order.
Generative conditions
Route conversations based on semantic meaning instead of only exact values.
Data transformation
Filter, map, sort, or reshape information before presenting it to the user.
Agentic reasoning
Let an agent node use tools, knowledge, and user input to complete a multi-step task.
MCP-enabled flows
Allow flows to be used as tools by an agent when structured workflow execution is needed.
Teams may use native model capabilities or connect supported model providers through bring-your-own-key configurations, depending on workspace setup and organizational requirements.
Why use agentic CX designer
Agentic CX designer helps reduce the need to stitch together separate systems for conversation design, AI behavior, orchestration, testing, deployment, and monitoring.
Conversational logic, APIs, AI prompts, testing, and analytics may be spread across several tools.
Builders manage applications, flows, tools, testing, deployment, and monitoring from one workspace.
Changes may require updates across multiple systems.
Updates can be made in the application and deployed through the build and deployment process.
Debugging may require reviewing disconnected logs.
Test chat and debugger details help inspect conversation turns and state.
AI behavior may be difficult to govern consistently.
Guardrails, roles, permissions, audit, and versioning support governance and control.
Multi-step agentic logic may require custom engineering.
Agent nodes and tool-enabled flows support complex task completion.
Performance insights may be fragmented.
Observe, analytics dashboards, conversation history, and In-Canvas analytics support ongoing improvement.
In simple terms
Agentic CX designer is where you build and manage the conversational AI application.
Amazon Connect Customer is where the customer enters the experience and where contact center routing, channels, and escalation are handled.
Together, they let teams create conversational AI experiences that can be designed visually, powered by AI and business data, governed with guardrails, deployed into customer channels, and improved using real conversation performance.
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