Send us Fan MailTom Morgan and co-host Alex Baker return to the Amazon Connect Podcast after a break since re:Invent, explaining that rapid developments in AI agents and increased client demand have driven their focus.They revisit Amazon Connect’s Unlimited AI pricing and argue it now makes more sense as AI features spread across the entire platform, reflecting a shift toward an “AI-first contact center,” bolstered by nearly 30 AI capabilities announced at re:Invent.They discuss Enterprise Connect news including Predictive Insights and Amazon’s view that call deflection is the wrong sole success metric, plus Amazon Connect Health as a vertical offering with built-in healthcare agent capabilities.They introduce ARIA, an AI co-host, to debate deflection vs. resolution, Klarna’s AI-first staffing reversal, and why processes, monitoring, transcript analysis, and human escalation paths are critical for successful AI-agent deployments.00:00 Welcome to ACP00:36 Why We Went Quiet01:24 Unlimited AI Pricing Shift02:53 AI First Connect Era04:32 Enterprise Connect Highlights05:36 Amazon Connect Health Focus07:58 Klarna Reality Check09:32 Meet ARIA AI Co Host11:01 Rethinking Deflection Metrics14:22 Designing Human Escalation17:02 Observability and Iteration18:54 Are AI Agents Ready22:33 ARIA Name and Takeaways23:52 Debrief and Wrap UpFind out more about CloudInteract at cloudinteract.io.