Vikram Modgil

CX Product Leader at Amazon (AWS) | All views & opinions are my own #AmazonConnect #voiceai #conversationintelligence #AIEthics #CCaaS

[Vikram Modgil @speech_ai]

🚀 Excited to share something we have been working on since Q4'25.
Introducing Amazon Connect Talent, now in Preview!!

We talk a lot about AI Agents transforming customer experiences. What if it could do the same for hiring? Amazon Connect has evolved into an Agentic Business Solution. 
And Amazon Connect Talent is the next frontier bringing AI agents into the hiring process to assess and interview candidates at scale, powered by Amazon's decades of hiring science.

We like to think of it as Humorphism in action where AI agents and humans working together, not instead of each other, to make smarter, faster, fairer hiring decisions.
🔍 AI-powered candidate assessments
🎙️ AI-led interviews at scale
⚡ Built on Amazon Connect's agentic & conversational capabilities

We are just getting started. Stay tuned for access details and more on how AI agents can transform your talent pipeline.
Please reach out if you are interested to dive deep.

@amazonnews @amazon @awscloud
#AmazonConnect #GenerativeAI #AgenticAI #HRTech #TalentAcquisition #AWS #FutureOfWork #AmazonConnectTalent

[Andy Jassy @ajassy]

Every May for Global Month of Volunteering, tens of thousands of our teammates around the world show up for the communities where we live and work. Was lucky to join a group of them to prep meals at Community Lunch on Capitol Hill in Seattle, a nonprofit that serves free, made-from-scratch meals to low-income and unhoused community members.

We spent the morning chopping lettuce, peeling carrots, dicing onions, portioning fruit and overnight oats, mashing potatoes, and making salads, helping the kitchen crew get ready to serve 200-300 neighbors (something they've been doing every weekday for more than 40 years). Nearly 2,000 Amazonians have volunteered here since our partnership started in 2023.

It's great to see our teammates partner in their communities. Last year, Amazonians participated in more than 500,000 volunteer activities across 55 countries: helping restore polluted ecosystems, joining classrooms to teach students about AI, supporting local food banks, and helping neighborhoods recover from wildfires, just to name a few.

Proud of all our teammates across the company who make this kind of commitment, not just during Global Month of Volunteering, but all year round. It makes a meaningful difference for a lot of folks.

[Matt Garman @mattsgarman]

AI coding gets really interesting when the bottleneck shifts from writing code to coordinating teams, requirements, testing, and production systems.

That's what @kirodotdev solves. And it's why thousands of startups applied for Kiro credits last round.

We've opened the program again. Up to a year of Kiro Pro+ for pre-seed to Series A startups.

Applications open now. https://t.co/CVYpPDrOAI

[Andy Jassy @ajassy]

Excited to have Alexa for Shopping rolled out for all of our customers, bringing together Rufus and Alexa+ to give customers an even more compelling AI shopping assistant.

Alexa for Shopping is like having an expert personal shopper who already knows you and remembers your preferences, past purchases, and conversations, and carries that knowledge and understanding across your phone, laptop, and Echo devices.

Look forward to seeing how customers use it. https://t.co/lmJHovK7EW

[Vikram Modgil @speech_ai]

Link to blog: https://t.co/gg4j2cvMeh

[Vikram Modgil @speech_ai]

🚀 Just witnessed a contact center breakthrough that's actually worth noting - Amazon Connect dropped multi-skill forecasting!🚀

We have treated (human) agents like interchangeable with others for years. Your tri-lingual superstar gets the same scheduling priority as someone who barely handles basic English calls. Meanwhile, French customers wait 5 minutes while English-only agents sit idle.

What changed:
✅AI now segments demand by actual skills (language, expertise, technical know-how)
✅Agents get matched to their strengths, not just availability
✅Real-time deployment based on demand patterns
✅SLAs actually get met without overstaffing

I watched a demo where tri-lingual agents seamlessly flexed between French peak periods and English overflow. Without manual intervention & without missing targets. This is intelligent workforce deployment. hashtag#WorkforceIntelligence.

The math is simple: Right agent + Right customer + Right time = Better CX and lower costs.

hashtag#ContactCenter hashtag#WorkforceManagement hashtag#AI hashtag#CX hashtag#AmazonConnect

What is your biggest scheduling headache? Curious how others are tackling multi-skilled teams 👇

[Jeff Bezos @JeffBezos]

Good overview of the landing. We nominally target a few hundred feet away from Jacklyn to avoid a severe impact if engines fail to start or start slowly. We’ll incrementally reduce that conservatism over time. We are all excited and grateful for yesterday. Amazing performance by the team! Gradatim Ferociter.

[Swami Sivasubramanian @SwamiSivasubram]

AgentCore Runtime eliminates months of AI infrastructure work, letting developers focus on what drives value for their teams, all while building intelligent agents that solve real business problems. This week, we released a new AgentCore direct code deployment feature that helps developers prototype faster by packaging agent code and its dependencies as a zip archive, alleviating the need for Docker definition and ECR dependencies. We’re hearing great feedback on this update from AWS builders, and curious to hear your thoughts too.

Start saving time on agent production ➡️ https://t.co/InM5qSkqSL

[Vikram Modgil @speech_ai]

@awscloud @AWS_Partners please join me as I co-host an AWS PartnerCast and discover how #AmazonConnect's #UnlimitedAI is helping enterprises modernize their #contactcenters.

When: Tuesday, November 11, 2025 8:00 AM - 9:30 AM PT

Registration link: https://t.co/oLIr6dL4A1

[Andy Jassy @ajassy]

New multi-year, strategic partnership with @OpenAI will provide our industry-leading infrastructure for them to run and scale ChatGPT inference, training, and agentic AI workloads.

Allows OpenAI to leverage our unusual experience running large-scale AI infrastructure securely, reliably, and at scale.

OpenAI will start using AWS’s infrastructure immediately and we expect to have all of the capacity deployed before end of next year-- with the ability to expand in 2027 and beyond. https://t.co/l2xXvEEPn3

[Vikram Modgil @speech_ai]

https://t.co/B8usJmj0GT

[Vikram Modgil @speech_ai]

Amazon Connect just solved the #1 workforce management headache → individual agent scheduling that auto-merges with existing schedules.

The old way:
Onboard 100 new agents = regenerate schedules for your entire business unit. Manual copying. Scheduling conflicts. Manager burnout.

The new reality:
Create targeted schedules for new hires only. Automatic integration. Zero disruption to published schedules.

The impact:
80% reduction in scheduling admin overhead → Instant onboarding without operational chaos → Managers focus on coaching, not spreadsheets → Available across all AWS Regions today

Contact center managers shouldn't have to lose 6+ hours weekly to scheduling chaos.

What's costing your team more time - scheduling workarounds or the meetings about scheduling workarounds? 👇
P.S. If you are still manually copying agent schedules in 2025, we need to talk. (Link in comments below)
@CloudEcon

#WorkforceManagement #ContactCenter #AmazonConnect #OperationalExcellence #AWS

[Vikram Modgil @speech_ai]

🚀 Amazon Connect Just Launched Configurable Schedule Adherence!

Real-world contact centers need flexibility, not rigid rules. Amazon Connect now offers configurable thresholds for schedule adherence - giving managers the power to focus on what truly matters!

✅Set flexible timing windows for shifts & activities
✅Customize by team (longer handle times = more flexibility)
✅Eliminate noise from minor schedule deviations
✅Boost agent satisfaction with realistic expectations

The result? Managers focus on real adherence violations, not 2-minute variances. Agents feel supported. Everyone wins.

Available NOW in all AWS regions with Amazon Connect agent scheduling!
#AmazonConnect #ContactCenter #CX #AI #WorkforceManagement #AgentExperience #AWS

How is your team balancing performance management with agent satisfaction? Link in comment section below

[Vikram Modgil @speech_ai]

🚀Amazon Connect just added New copy & bulk edit features for agent scheduling - transforming workforce management from tedious to effortless!

✅Copy existing configs to create variants (weekday → weekend)
✅Bulk edit multiple agents simultaneously
✅Selective field updates without changing other settings
✅Perfect for scaling teams & onboarding

No more one-by-one configuration! Hours of work → minutes. Available now in all AWS regions with Connect scheduling.
#AmazonConnect #WorkforceManagement #ContactCenter #AWS #Productivity
Ready to supercharge your scheduling? 🚀

[Amazon Web Services @awscloud]

From prototype to production in minutes. 💭⏱️🚀

Now Generally Available, Amazon Bedrock AgentCore, our agentic platform lets you build, deploy & operate highly capable agents using any framework or model—no infrastructure management required. #AWS

👉 https://t.co/1Ek9s1ogjF

[Vikram Modgil @speech_ai]

Learn more here: https://t.co/J2JaIUIG6F

[Vikram Modgil @speech_ai]

🚀Supervisors, meet your new productivity superpower!
Amazon Connect now sends automatic alerts when agent adherence drops below your thresholds (like 85% in 15 mins). No more dashboard watching—just proactive notifications that help you act fast!

📈Better service levels = happier customers

Available now in all AWS regions! #AmazonConnect #ContactCenter #Productivity #AWS
@awscloud @amazon

[Vikram Modgil @speech_ai]

#AWS is named a Leader in @Gartner_inc
2025 Magic Quadrant™ for #ContactCenter as a Service for the third consecutive year. https://t.co/U7lmQjRClt

[Amazon Web Services @awscloud]

This just in 📣 📰

#AWS is named a Leader in @Gartner_inc 2025 Magic Quadrant™ for #ContactCenter as a Service for the third consecutive year. 📱

Download the report to learn more: https://t.co/R6rRGYgr09

[Kiro @kirodotdev]

🚀 Thank you for your amazing response to Kiro! We're seeing unprecedented demand. To ensure we can continue to provide the experience our community loves, we’ve implemented a waitlist as we fine tune Kiro.

👉 Sign up here https://t.co/PfhA0JXxKp

[Andy Jassy @ajassy]

Introducing Kiro, an all-new agentic IDE that has a chance to transform how developers build software.

Let me highlight three key innovations that make Kiro special:

1 - Kiro introduces spec-driven development, helping developers express their intent clearly through natural language specifications and architecture diagrams for complex features. This comprehensive context helps Kiro’s AI agents deliver better results with fewer iterations.

2 - Kiro features intelligent agent hooks that automatically handle critical but time-consuming tasks like generating documentation, writing tests, and optimizing performance. These hooks work in the background, triggered by events like saving files or making commits. It’s like having an experienced developer constantly reviewing your work and handling the maintenance tasks that often get delayed.

3 - Kiro provides a purpose-built interface that adapts to how developers work. Whether you prefer chat interactions or working with specifications, Kiro supports your workflow while keeping you in control of the development process.

Kiro is really good at "vibe coding" but goes well beyond that. While other AI coding assistants might help you prototype quickly, Kiro helps you take those prototypes all the way to production by following a mature, structured development process out of the box. This means developers can spend less time on boilerplate code and more time where it matters most – innovating and building solutions that customers will love.

Starting today, Kiro is available for free during preview and supports most popular programming languages.

Here’s how to get started with @kirodotdev today: https://t.co/Ne5m2Nh4wC

Excited to see how developers use Kiro, and to work with the developer community to continue to shape Kiro moving forward.