Posted On: Nov 24, 2021
Amazon Connect Customer Profiles now offers Identity Resolution that is designed to automatically detect similar customer profiles by comparing name, email address, phone number, date of birth, and address. For example, two or more profiles with spelling mistakes, such as "John Doe" and "Jhn Doe," can be detected as belonging to the same customer "John Doe" using clustering and matching machine learning (ML) algorithms. Once a group of profiles are detected to be similar, admins can configure how profiles should be merged together by setting up consolidation rules through AWS management console or APIs.
At the moment of contact, the unified profile is presented to the IVR (interactive voice response) through the Customer Profiles Flow Block or the contact center agent through the Customer Profiles agent application. A unified profile helps an agent save the time and effort to scan through multiple similar records to identity and service a customer.
Amazon Connect Customer Profiles Identity Resolution is available in Europe (London), Europe (Frankfurt), Asia Pacific (Sydney), Asia Pacific (Singapore), Asia Pacific (Tokyo), Canada (Central). US West (Oregon), and US East (N. Virginia). To get started with Identity Resolution, read our launch blog. To learn more about Amazon Connect Customer Profiles please visit the Customer Profiles website, API reference guide, admin guide, or Amazon Connect website.