Posted On: Mar 27, 2023

Amazon Connect agent workspace now provides programmatic step-by-step guidance that agents can use to identify customer issues and then recommends which actions to take to resolve them. Using Flows, the Amazon Connect no-code/low-code drag-and-drop design interface, you can design a guide that presents what the agent should review or do at a given moment during a customer interaction. This guidance helps decrease the time it takes to train new agents and helps all agents become more productive.

With step-by-step guides, you can help infer customer intent and recommend discrete next actions through business rules configured in flows. For example, when a customer calls, the agent workspace will present the agent with the likely solution based on the customer’s history or current context such as a lost order. Then, the flow guides the agent through each action needed to complete the solution such as initiate a replacement order. You can design flows for various types of customer interactions and present agents with different guides based on context such as call queue, customer information, and interactive voice response (IVR).

The Amazon Connect step-by-step capabilities are now generally available in the following AWS Regions: US East (N. Virginia), US-West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).

To learn more and get started, see the Amazon Connect Agent Workspace details page and documentation. To learn more about Amazon Connect, see Amazon Connect.