Posted On: May 3, 2021
Amazon Connect Customer Profiles now automatically detects duplicate customer profiles in your Amazon Connect Customer Profiles domain and allows you to review the results by using Identity Resolution APIs (preview). Identity Resolution uses machine learning to detect duplicate profiles based on similar name, email address, and phone number. For example, two or more profiles—with spelling mistakes such as “John Doe” and “Jhn Doe,” or different casing email addresses such as “JOHN_DOE@ANYCOMPANY.COM” and “firstname.lastname@example.org,” or different phone number formats such as “555-010-0000” and “+1-555-010-0000”, can be detected as belonging to the same customer “John Doe” and merged into a unified profile by using the MergeProfiles API.
Customer Profiles scans and matches the incoming contact with the existing profiles to surface the unified customer profile to the agent at the moment of contact. With Identity Resolution, contact center agents will now be presented fewer duplicate profiles in their agent application, which saves them valuable time and improves the overall customer experience.