Posted On: Jul 5, 2023
Amazon Connect now enables you to automatically present the right step-by-step guide based on agent activity. You can now use the new “Set event flow” block within Amazon Connect flows to run a specific guide when a customer connects with an agent or the agent disconnects from the call. For example, when a customer connects with an agent for a lost baggage issue, the agent is presented with a ‘lost baggage’ step-by-step guide that has been pre-configured by the contact center manager as the default view within the agent workspace. This makes it easy for an agent to walk through the exact steps of the issue the customer is calling about, helping improve resolution time and consistency. Additionally, you can now update attributes on related contacts using the “Set contact attributes” flow block. For example, if your customer submits an incorrect baggage claim ID before connecting with an agent, the agent can use a step-by-step guide to update or correct the claim ID, ensuring attributes are accurately logged across contacts for future reference.
These new features are available in all AWS regions where Amazon Connect is available. To learn more about Amazon Connect, the AWS contact center as a service solution on the cloud, please visit the Amazon Connect website.