Posted On: Nov 29, 2022
Amazon Connect agent workspace now provides a step-by-step experience (preview) that guides agents by identifying customer issues and recommending subsequent actions. With Amazon Connect, you can create workflows that walk agents through custom UI pages that suggest what to do at a given moment during a customer interaction. Detailed step-by-step guides increase agent productivity and decrease training time.
Step-by-step guides within agent workspace programmatically infer customer intent and recommend discrete next actions for agents within a guided experience. For example, when a customer calls, agent workspace presents the agent with the likely issue based on the customer’s history or current context (such as a lost order). Then agent workspace guides the agent through the actions needed to help quickly resolve the issue (such as initiating a replacement order). You can design workflows for various types of customer interactions and present agents with different step-by-step guides based on customer context, such as call queues, customer information, and IVR responses.
Amazon Connect step-by-step guides are now available in preview in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Sydney), and Europe (London).
To learn more and get started, visit the agent workspace webpage and documentation. You can find out more about Amazon Connect by visiting the Amazon Connect webpage.