While Kiro and AgentCore grab headlines, Amazon Connect is quietly proving the agent business model at scale—already generating $1B in annual recurring revenue from 12 billion minutes of AI-powered interactions.
Connect is an AI-powered contact center that handles customer interactions autonomously. It’s not a chatbot with scripted responses—it’s an intelligent agent that understands context, resolves issues, and escalates only when necessary. At $1B ARR, it’s already the largest agent product by revenue in AWS’s portfolio.
The Step-Function From Contact Center to AI
Connect started as a cloud contact center competing with Genesys and Five9. The addition of AI agents transformed it from a communication tool into an autonomous workforce product. Enterprises now buy Connect not for the phone system, but for the AI agents that handle customer interactions 24/7.
Why Connect Matters Strategically
Connect proves the core thesis of Amazon’s entire AI pivot: enterprises will pay for work completed, not infrastructure consumed. Every resolved customer interaction is a task performed by a digital worker. The pricingmodel inherently captures value per outcome rather than compute per hour.
The Template for AWS Agent Products
Connect provides the playbook: start with a real enterprise workflow, add AI autonomy, price by outcome, scale to billions of interactions. Kiro (coding), Security Agent (pen testing), and DevOps Agent (incident response) all follow this pattern. Connect at $1B ARR is proof the model works. The rest are “next multi-billion-dollar businesses” following the same trajectory.
Gennaro is the creator of FourWeekMBA, which reached about four million business people, comprising C-level executives, investors, analysts, product managers, and aspiring digital entrepreneurs in 2022 alone | He is also Director of Sales for a high-tech scaleup in the AI Industry | In 2012, Gennaro earned an International MBA with emphasis on Corporate Finance and Business Strategy.
