Amazon Connect × Salesforce
Salesforce voice agent
Your Salesforce data can answer the phone.
A conversational AI agent on Amazon Connect answers the call, decides which MCP tool to call, and speaks an answer built from live Salesforce records. Five public numbers, five real scenarios.
Agent assist on Salesforce Service Cloud Voice with Amazon Connect, recorded live.
What it does
In production terms.
- 01
Identifies callers by phone number against Salesforce Contact, then Account, and by voice when there is no match.
- 02
Answers order status, refill availability, and open-case questions directly in the IVR.
- 03
Validates cold-chain shipments and leads with a safety warning when a temperature excursion is on record.
- 04
Hands transfers to a person with identity, intent, and data already captured, so handle time drops on the agent side.
Architecture
One call, left to right.
01
Caller
Plain speech
02
Amazon Connect
Telephony, caller lookup, Polly voice
03
AI agent
Amazon Connect Customer
04
MCP tools
Lambda behind AgentCore gateway
05
Systems of record
Salesforce, knowledge base, shipping API
Try it
Pick a scenario and call.
Caller
Known customer with a shipped order
What the agent does
The agent greets the caller by name, finds the open order in Salesforce, and reads back live shipping status from the tracking API.
Why it matters
Order status resolved in the IVR with no menu and no agent.
US numbers. Real AWS, real Salesforce. Acme Pet Pharmacy is fictional and the data is sample data only.
Want this answering your phones?
We build this for clients on Amazon Connect and Salesforce. Thirty minutes with the principal to scope it.