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

Amazon Connect Customer now enables you to invoke Model Context Protocol (MCP) tools in customer experience flows through the new 'External Tool' block. With this launch, you can connect flows to third-party applications through Amazon Bedrock AgentCore Gateway and reuse the same tools used by your agentic experiences to retrieve data or trigger actions, without writing custom Lambda functions. For example, when a customer contacts a financial institution about a recent transaction, a flow can use the External Tool block to retrieve relevant context from a third-party application, such as case history from their CRM system, or transaction details from a banking platform.

This feature is available in the following AWS Regions: 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). To learn more about this feature, refer to the administrator guide. To learn more about Amazon Connect Customer, an agentic AI solution that helps enterprises deliver exceptional customer experiences, visit the Amazon Connect Customer website.