No Jitter Roll: AWS Announces AI Agent Creation CapacityNo Jitter Roll: AWS Announces AI Agent Creation Capacity
Also, Vonage and AWS partner on building voice-first agents, and Twilio announces general availability of several new features
Welcome to this week’s No Jitter Roll, our regular roundup of product news in the enterprise communication technology space. This week, we cover AWS’ addition of an AI agent creation platform, AgentCore, to Amazon Bedrock. Additionally, Twilio makes several new platform capabilities for customer journeys, email and WhatsApp generally available. And, Infobip added business voice calling to WhatsApp.
In Deals, Zendesk acquired data analytics provider HyperArc, and Vonage and AWS partnered for voice-enabled agents.
Products
AWS Announces New AI Agent Offerings
Amazon Web Services (AWS) announced Amazon Bedrock AgentCore, a new set of seven services that allow for AI agent deployment and management at scale. AgentCore includes:
Runtime: Supports serverless environments for multiple different agent frameworks and can handle long-running agents.
Memory: Manages session and long-term memory (across sessions) so that AI agents can “remember” and “learn.”
Identity: Secures access to AWS services and integrates with existing identity providers like Amazon Cognito, Microsoft Entra ID and Okta. This enables the agents to act on behalf of users or by themselves (if given explicit permission).
Gateway: Allows agents to discover and use tools securely, and enables the transformation of existing APIs and AWS Lambda functions into agent-compatible tools. It also supports the Model Context Protocol.
Code Interpreter: Enables developers to create secure sandbox environments in which AI agents can execute code.
Browser Tool: A cloud-based browser that allows agents to interact with websites.
Observability: Gives developers visibility into what AI agents are doing via using dashboards and telemetry.
AWS said that companies such as Box, Boomi, Innovaccer, and Epsilon are already using AgentCore. AWS also released AI Agents and Tools in AWS Marketplace, allowing customers to find AI agent solutions and tools in one place.
Source: AWS
Twilio Announces General Availability for Platform Capabilities
The customer engagement platform provider announced the general availability of Event Triggered Journeys, Data Residency for Email (EU) and WhatsApp Business Calling. Event Triggered Journeys, available in Twilio Engage, enables businesses to track customer journey events (e.g., cart abandonment and ad suppression) and to combine this event data and user profile information with other account details to deliver a more personalized brand experience.
Data Residency for Email (EU) helps businesses with end-to-end email data residency (i.e., so that the sending and event data are primarily managed within the region/EU). By localizing email programs, and assuring end-users of personal data security, Twilio’s product helps minimize the complexity and compliance risk businesses face when operating in the EU.
WhatsApp Business Calling is available through Twilio’s Programmable Voice Platform. It allows businesses and customers to communicate in WhatsApp via Twilio’s underlying infrastructure.
Infobip Adds Business Voice Calling on WhatsApp
Infobip launched its WhatsApp Business Calling feature to enable voice calls from WhatsApp Business numbers. This allows businesses to make and receive calls globally from chats, interactive messages, or embedded links in websites or apps.
“Our customers tell us voice remains critical for delivering exceptional service, especially for complex issues that require real-time interaction,” said Mijo Soldin, VP Voice and Telecom Strategy at Infobip. “With WhatsApp Business Calling, we’re…blending the convenience of chat with the immediacy of voice – within a secure, branded environment that customers trust and prefer.”
Deals
Zendesk Acquires AI-Native Analytics Platform HyperArc
Zendesk acquired HyperArc, which provides a proprietary HyperGraph engine and real-time Gen AI-powered analytics platform. Zendesk said it will build its next generation of analytics capabilities on HyperArc, aiming to create a unified analytics platform for Zendesk customers. Immediate enhancements will be available soon along with more powerful analytics in the coming months, Zendesk said.
Vonage and AWS Partner to Integrate AI Voice Technology
Vonage and AWS partnered to integrate Amazon Nova Sonic with Vonage Voice API. Amazon Nova Sonic is a speech-to-speech foundation model for human-like voice conversations. This integration allows for the deployment of real-time voice agents across telephony, WebRTC, and mobile app channels. Developers will be able to create voice-enabled AI agents to manage daily tasks such as managing appointments, routing calls, and sending outbound calls as reminders, confirmations, or follow-ups.
Source: AWS
This Week on No Jitter
Businesses Say They Want AI, But Their Data Isn’t Ready – Recent research by Indicium and PureSpectrum finds that most organizations looking at AI have data infrastructure concerns.
Slack Debuts New AI Features, Revamps Pricing – Slack’s AI translations and Enterprise Search features become generally available.
Workers' Use of Shadow AI Presents Compliance, Reputational Risks – Amid the spread of AI in the workplace, a new problem is emerging: many workers will use their preferred tools -- whether or not IT has cleared the tools first.
Workforce Engagement Tools Can Boost Agent Experience – Lower turnover and improved employee satisfaction are two benefits from the use of workforce engagement tools, according to Metrigy’s latest research.
The PBX is Back, Baby (It Actually Never Left) – On-prem solutions have adapted, incorporating the flexible pricing, advanced AI, and hybrid capabilities that once seemed exclusive to SaaS.
Front’s Topics, Agent Put AI-Powered Automation Front and Center – To realize service/support improvements, AI deployments should leverage existing workflows and human expertise, according to Front.
How To Integrate Microsoft Teams Phone and the Contact Center – Teams Phone can handle lightweight use cases, while integrating with dedicated contact center platforms.
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