Amazon Connect Adds MCP Tool Support in Flows, Connecting Third-Party Systems Without Lambda

Summary

Amazon Connect Customer added MCP tool support in flows. A new External Tool block lets flows call Model Context Protocol tools via Amazon Bedrock AgentCore Gateway, connecting to third-party applications such as CRM and banking platforms without writing Lambda code. This enables real-time context…

Key points

Teams building customer service automation can replace custom integration code with existing MCP tools, significantly reducing engineering work to connect CRM and banking systems.
Customer service flows calling MCP tools directly means agent tools are moving from development environments into customer-facing operational systems.
Enterprises can save the cost of writing and maintaining Lambda, but must first confirm regional availability and plan authorization and data access scope for third-party systems.

MCP客服自動化

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