Posted On: Jul 27, 2023

Amazon Connect Customer Profiles now supports rule-based identity resolution to match and merge similar profiles, helping companies maintain accurate customer information and deliver more personalized customer interactions via agents and automated experiences.

Companies can now use the AWS Management console or APIs to setup matching and merging rules to identify customer records that are similar by comparing one or more profile attributes. For example, you can set up a rule to match profiles that have the same phone number and last name. During data ingestion, two incoming records {“John Doe”, “206-266-1000”} and {“John Doe”, “+1-206-266-1000”} will merge into a single profile. Using matching rules in addition to Customer Profiles' machine learning based identity resolution, companies can now achieve even higher accuracy by merging multiple versions of a customer's information into a single profile. Merging and removing duplicate profiles saves agent time and effort required to scan through multiple records when identifying and assisting customer.

Rule-based identity resolution for Amazon Connect Customer Profiles is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), Canada (Central), Europe (Frankfurt) and Europe (London) Regions.

To learn more, see the API reference guide, documentation, or visit the Amazon Connect website.