End of support: AWS ended support for Amazon Connect Customer Voice ID effective 20 May 2026. It stopped accepting new customers from 20 May 2025, and after the 2026 end-of-support date it can no longer be used at all, by anyone. [Source: AWS, Amazon Connect Customer Voice ID end of support] This page explains what Voice ID did and what AWS recommends using in its place.
What Voice ID Was
Voice ID provided real-time caller authentication and fraud risk detection, using machine learning to verify a genuine customer's identity by analysing their unique voice characteristics. It gave contact centres an extra layer of security that didn't rely on the caller answering multiple security questions, and it also detected fraudsters who repeatedly targeted the contact centre, aiming to reduce fraud losses. [Source: AWS, Use real-time caller authentication with Voice ID in Connect Customer]
How It Worked, Briefly
Enrollment
On a customer's first call, the agent confirmed their identity through existing methods (e.g. a security question or an SMS one-time passcode). Voice ID then listened passively to roughly 30 seconds of the customer's speech — with no need to repeat a specific phrase — and built a voiceprint, a mathematical representation capturing aspects of their voice like rhythm, pitch, intonation, and loudness. [Source: AWS, Use real-time caller authentication with Voice ID in Connect Customer]
Authentication
On a later call, the enrolled customer was verified through natural interaction with the IVR or an agent — by default requiring around 10 seconds of speech, which could happen as part of a normal exchange rather than a dedicated verification step. [Source: AWS, Use real-time caller authentication with Voice ID in Connect Customer]
What Voice ID Could Do, in Summary
- Passively enroll customers without requiring a specific word or phrase
- Batch-migrate existing customers into Voice ID using stored audio
- Verify an enrolled customer's identity from their unique voice characteristics
- Detect known fraudsters from a configured watchlist
- Detect voice spoofing attempts
[Source: AWS, Use real-time caller authentication with Voice ID in Connect Customer]
What to Use Instead
AWS's own end-of-support guidance points to two directions for replacing Voice ID:
| Option | What it is |
|---|---|
| AWS Partner solutions | Voice-biometric authentication products available on AWS Marketplace, such as Pindrop |
| Do-it-yourself with AWS End User Messaging SMS | Build One-Time-Pin (OTP) based authentication for your contact centre instead of voice biometrics |
[Source: AWS, Amazon Connect Customer Voice ID end of support]
If You Were a Voice ID Customer: Managing Your Data
AWS documents specific steps for handling existing Voice ID data: you can retrieve information about your Voice ID domains using the ListDomains and DescribeDomain APIs, download data on enrolled callers and registered fraudsters using the ListSpeakers and ListFraudsters APIs, and delete all customer data for a domain using the DeleteDomain API — which needs to be run separately for every domain, in every AWS Region, in every account. [Source: AWS, Amazon Connect Customer Voice ID end of support]
Why this is still worth knowing about: if you're researching Amazon Connect's agent workspace features from documentation, blog posts, or diagrams written before mid-2026, Voice ID will likely still be listed as one of the standard components. It's useful to recognise the concept and know it's since been retired, rather than being caught out expecting a capability that's no longer there.
Frequently Asked Questions
What was Amazon Connect Voice ID?
Voice ID was an Amazon Connect capability that provided real-time caller authentication and fraud risk detection using machine learning to analyse a caller's unique voice characteristics, creating a voiceprint that could verify genuine customers and flag known fraudsters without the caller repeating a specific phrase.
Is Amazon Connect Voice ID still available?
No. AWS ended support for Amazon Connect Voice ID effective 20 May 2026. It stopped accepting new customers from 20 May 2025, and existing customers who signed up before that date could continue using it until the 2026 end-of-support date. As of now, Voice ID can no longer be used.
What should I use instead of Voice ID for caller authentication?
AWS points customers toward AWS Partner solutions available on AWS Marketplace, such as Pindrop, for voice-biometric authentication, or do-it-yourself approaches such as One-Time-Pin (OTP) authentication built with AWS End User Messaging SMS.
What happens to data stored in Voice ID?
Administrators can retrieve information about Voice ID domains and enrolled speakers or fraudsters using the relevant list and describe APIs, and can delete all customer data from a domain using the Voice ID DeleteDomain API, which needs to be run for every domain in every AWS Region and account.
Conclusion
Voice ID was a genuinely useful voice-biometric authentication and fraud-detection feature, but it's no longer part of Amazon Connect as of its 20 May 2026 end-of-support date. If you need equivalent caller authentication today, the realistic paths are an AWS Marketplace partner solution or building OTP-based verification yourself with AWS End User Messaging SMS.