A company wants to replace its on-premises contact center with a cloud-based solution that offers built-in AI features to improve customer experience. Which AWS service should they adopt?

Amazon Connect is a cloud-based contact center service that allows companies to set up and manage customer service operations. It offers built-in AI capabilities, such as natural language processing (NLP) for chatbots and sentiment analysis, which directly address the need for improving customer experience. AWS Wavelength extends AWS infrastructure and services to the 5G network edge, primarily for ultra-low-latency applications, not contact centers. AWS IAM Identity Center (AWS Single Sign-On) simplifies identity management and access to AWS accounts and applications, but it's not a contact center solution. AWS Direct Connect creates a dedicated network connection from on-premises to AWS, improving network performance but not providing contact center functionality or AI features.