Our Top re:Invent 2025 Takeaways — and Why 2026 Is Going to Be Big
Following an impactful week at re:Invent 2025, Nick Seagrave (CTO) and Alex Baker (Contact Centre Consultant & AWS Solution Architect) sat down to share the innovations they believe will shape CloudInteract’s roadmap — and redefine what’s possible for customer experience in 2026.
Across the announcements, one theme stood out: agentic AI is now real, production-ready, and scalable. For CloudInteract, AWS and our partners, this unlocks entirely new ways to design contact centres, self-service flows, and intelligent operations.
Below are the key developments Nick and Alex are keen to highlight:
- Agentic Self-Service With Nova Sonic: The New Voice of Automation
The leap in natural language capability this year was impossible to ignore — and Nova Sonic is front and centre.
The introduction of agentic AI voice, able not just to talk but to reason, act, and modulate tone in real time, transforms what “IVR” even means. With Sonic’s expressive, human-like delivery, AI can now take on complex tasks that previously needed human agents.
Why it matters for CloudInteract in 2026
This aligns directly with several CloudInteract projects already underway. Nick and Alex see Sonic-powered self-service as a major accelerant for both greenfield and modernisation programmes:
- Higher containment of complex calls
- More empathetic, emotionally aware experiences
- A chance to design the next generation of IVRs, not just improve the old ones
2026 will see CloudInteract delivering fully agentic, hyper-natural voice experiences for the first time.
- Multiple Knowledge Bases + Bedrock KB Integration: Finally, the Foundation We Needed
A long-standing limitation is now gone: AI agents can finally use multiple knowledge bases simultaneously — and tap directly into Bedrock Knowledge Bases without heavy lifting or duplicated content.
For Nick and Alex, this unlocks the missing backbone for scalable AI agent design.
What this means for 2026
- Customers can use existing KBs “as is” (Confluence, SharePoint, AEM, etc.)
- Clear separation of domain-specific knowledge — e.g., billing vs tech support
- Cleaner governance and a more maintainable architecture
- Faster implementation cycles on CloudInteract AI engagements
Expect CloudInteract to invest heavily in KB strategy, content pipelines, and architectural patterns that make AI reliable, explainable, and enterprise-ready.
- AI-Powered Predictive Insights: A New Era of Agent Assist & Personalisation
One of the most promising announcements for Alex was the evolution from Amazon Connect’s earlier “single-passage” recommendations into predictive, model-driven insights built on Customer Profiles.
This means real-time suggestions for next-best actions, churn risk, tailored product recommendations — all inside the contact centre workflow.
Why this is exciting
- More relevant, personalised service
- Better routing based on likelihood to buy or churn
- A new frontier for agent assist, moving beyond lookup to true decision support
- A bridge between CX teams and CRM/analytics functions
CloudInteract sees predictive insights as a core pillar of revenue-focused CX transformation in 2026.
- MCP Support: The Architectural Breakthrough for Agentic AI
For the architects in the room, this is huge: Model Context Protocol (MCP) now enables Connect AI agents to call standardised APIs, flows, and reusable tools — without brittle integration code.
Nick agrees MCP is the architectural backbone of future agentic projects.
What CloudInteract will leverage in 2026
- Reusable MCP toolkits for order lookups, refunds, CRM actions, etc.
- Faster, cleaner integrations across enterprise backends
- Increased reliability and reduced maintenance cost
- A consistent pattern library for every new AI agent CloudInteract builds
This is where CloudInteract expects to create significant IP and repeatable AWS-aligned assets.
- Streaming Messages for AI: Small Detail, Big Experience Win
While more subtle, the new streaming capability for AI chat — providing visible “typing” and partial responses — marks a key quality-of-experience upgrade.
For customers, it means lower perceived wait times and higher trust.
For CloudInteract, it's another piece of the puzzle in delivering premium, human-centred AI interactions.
Looking Ahead to 2026
Across these innovations, Nick and Alex see a clear direction: 2026 is the year AI stops augmenting the contact centre and starts owning meaningful parts of it.
With Sonic-powered conversational agents, unified knowledge frameworks, predictive intelligence, and a clean architectural foundation via MCP, CloudInteract is positioned to deliver:
- Next-generation agentic IVRs
- Domain-specialised AI assistants
- Revenue-optimised service journeys
- Deeply integrated, AWS-native enterprise experiences
CloudInteract is ready to co-build this future with AWS — and re:Invent 2025 has provided the perfect launchpad.
So let's start the conversation!
