Artificial Intelligence · 24.08.2026, 16:16 UTC
Building a restaurant telephony AI host with Amazon Connect
| Schweregrad | info |
|---|---|
| Kategorie | Artificial Intelligence |
| Quelle | AWS Machine Learning ↗ |
| Veröffentlicht | 24.08.2026 UTC |
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At many restaurants, a large share of orders still arrive by phone, and those calls usually land on a staff member who is already taking care of customers at the counter. Callers wait on hold, orders get written down by hand, and busy periods make both worse. Adding an app or a website helps customers who prefer to order online, but it does nothing for the person who wants to call and order. In this post, we show you how to build a voice ordering system that answers a phone number and takes the order from greeting to confirmation, with no app, no website, and no sign-in. A caller dials a phone number, and an AI host greets them, answers menu questions, finds a nearby pickup location, and confirms the order out loud. The system uses Amazon Connect Customer for the telephony channel, Amazon Lex V2 with Amazon Connect Agentic Voice for real-time speech, and Amazon Connect Customer AI agents to orchestrate the conversation, connected to a restaurant backend through the Model Context Protocol (MCP) and Amazon Bedrock AgentCore. This solution handles the telephony channel specifically. The audio arrives over the phone network rather than a browser, and the system identifies the caller by phone number rather than by a login. The solution builds the agent logic and the backend services as separate modules, so the ordering logic stays independent from the channel that calls it. The walkthrough shows you how to: Deploy the system with AWS Cloud Development Kit (AWS CDK) Answer an inbound phone call with Amazon Connect and route it through a contact flow. Provide real-time …