Amazon has introduced a new voice ordering system for restaurants using Amazon Connect, allowing customers to place orders over the phone without needing an app or website. The system answers calls, greets customers, processes orders, and confirms them through an AI host. This solution uses Amazon Connect Customer for telephony, Amazon Lex V2 with Amazon Connect Agentic Voice for real-time speech, and Amazon Connect Customer AI agents to orchestrate the conversation. The system connects to a restaurant's backend through the Model Context Protocol (MCP) and Amazon Bedrock AgentCore, enabling seamless integration without requiring users to sign in.
The solution separates agent logic and backend services into distinct modules, ensuring the ordering process remains independent from the telephony channel. It uses Amazon Cloud Development Kit (AWS CDK) for deployment, Amazon Connect contact flows to route calls, and Amazon Connect Agentic Voice for advanced speech recognition and synthesis. The AI agent, powered by Anthropic Claude Haiku 4.5 in Amazon Bedrock, manages the conversation and interacts with backend services through AgentCore Gateway. Amazon Connect AI Guardrails ensure content safety and keep conversations on topic with filters and denied topics.
The architecture includes Amazon DynamoDB for customer data, Amazon Location Service for geocoding, and AWS Lambda for business logic. Amazon API Gateway secures backend REST endpoints, while Amazon AppIntegrations registers the AgentCore Gateway as an MCP application. The system is designed to handle inbound calls, identify callers by phone number, and provide real-time speech recognition and synthesis throughout the interaction.
Source: awsml
