AWS Contact Center

Personalize customer service with Amazon Connect Customer Profiles

When a customer contacts your contact center, understanding their context is key to providing a great experience. To help you deliver more efficient and personalized customer service, Amazon Connect Customer Profiles helps contact center managers create a unified view of a customer’s profile with the most up to date information, so that agents can provide more personalized customer service. With just a few clicks, you can ingest data from third party applications to create unified customer profiles leveraging the pre-built connectors we provide for Salesforce, ServiceNow, Zendesk, Marketo and Amazon Simple Storage Service (Amazon S3). Furthermore, we have launched a new agent app (preview) to display customer information on a singlepane of glass, including customer name, address, date of birth, notes and a complete history of customer interactions.

In our previous blog, we walked through how to Unify and organize customer information with Amazon Connect Customer Profiles with the pre-built Amazon S3 connector. This blog goes into detail on how to utilize the Customer Profiles block to look up a customer and allow the contact flow to personalize the experience. The customer is greeted by name and based on the customer’s address the call is routed to the best available agent located geographically close to the customer.

Overview of solution

We will continue with an example from AnyCompany, a leading home services provider, which includes plumbing, carpentry, and other maintenance services. They use Amazon Connect – an easy-to-use omnichannel cloud contact center to serve their end customers.

AnyCompany would like to provide a personalized experience and intelligently route interactions to agents located close to the customer’s address. As a result, customers will have a tailored experience with agents that understand important nuances of their location and agents will be able to dispatch resources much quicker. Customer Profiles will provide agents all the information needed on a single pane of glass, including customer name, address, date of birth, notes and a complete history of every interaction the customer has had with AnyCompany.

Prerequisites

For this walk through, you should have the following prerequisites:

  • An AWS account
  • An Amazon Connect instance
  • Enable Customer Profiles for your instance

Get Started with Voice Contact Flow

Looking at the sample data from AnyCompany’s CRM system we can see an example of a customer data record.

{
“AccountId”: “AAA111”,
“PhoneNumber”: “Your personal phone number”,
“First Name”: “Jon”,
“Last Name”: “Doe”,
“Date of Birth”:”2/10/1985″,
“email”: “jon.doe@amazon.com”,
“Notes”: “VIP customer”,
“Address”: “410 Terry Ave N, Seattle, California, US”,
“Zip Code”: “98109”
}

  1. Login to your Amazon Connect Instance at https://<instance_name>.my.connect.aws/ (replace instance_name with the name of your Amazon Connect instance). On the left tab, select Users → Security Profiles.
  2. Select a role of your choice or create a new role to enable Amazon Connect Customer Profile access in the CCP. This will allow the role to perform Customer Profile operations on the CCP softphone interface, as explained in the Security Profile permissions for Customer Profile.
  3. Set up your Amazon Connect queues by choosing Routing → Queues. For this example create 2 queues with the zip codes as the queue names, 98109 & 98101.
  4. Set up your Amazon Connect Routing profiles by choosing Users → Routing profiles. For this example, create 2 Routing profiles with the zip codes as the Routing profile names, 98109 & 98101. For each Routing profile have the equivalent queue.
  5. Now download the sample contact flow named Customer-Profiles-Personalization-Voice-Contact-Flow.
  6. Set up your Amazon Connect contact flows by choosing to Routing → Contact flows in your instance.
  7. Choose Create contact flow and choose Import Flow from the top right corner of the page.
  8. On the Import Flow dialog, choose Select and upload the Customer-Profiles-Personalization-Voice-Contact-Flow that you downloaded earlier and publish.
  9. Claim a phone number for your instance if you haven’t already done so and assign it to the Customer-Profiles-Personalization-Voice-Contact-Flow.

Voice Contact flow walk through

The sample contact flow provided does the following:

  1.  Set Logging Behaviour block Enables logging.
  2. Add the Customer Profile block to the contact flow.
    Choose Action Get Profile, Select Phone Number as the search key, choose Use Attribute and select System for type and Customer Number for the Attribute.
    In the response fields, select First name and Postcode.
  3. For None found and multiple found join it to the Get Customer Input.
    Select Text-to-speech or chat text and enter “How can I divert your call today. For home services press 1. For carpentry services press 2 or for all other maintenance services press 3.”
  4. For Success join it to a Play prompt. Select text-to-speech or chat text and set manually. Type the “$.Customer.FirstName” and then join the call to the Get customer input in step 3.
  5. Add the Check contact attributes block.
    Choose Type Customer and Attribute Postal code.
    Add Conditions to check Equals 98109
    Add Conditions to check Equals 98110

  6. Join branch =98109 to Set working queue and select By queue Select queue 98109.
    Join branch =98110 to Set working queue and select By queue Select queue 98110.
    Join branch No Match to Set working queue and select By queue Select queue Basic Queue.

Testing

  1. Confirm you have a Customer Profile created with your Phone Number, Name, email address and Address completed as a minimum. You can add this via the Amazon Connect Agent app V2 (https://<instance_name>.my.connect.aws/agent-app-v2/)

  2. Call the claimed phone number, you will be greeted by your name as it is in Customer profiles.
  3. Select option 1 for home services.
  4. The call will be transferred to an agent with queue 98109 based of your customer profile.
  5. An agent will have the customer details and interaction history display in a single pane of glass.
  6. Once you are done with testing, you can delete the Amazon Connect Customer profile domain. If you had created a new Amazon Connect Instance, you can delete the instance in the Amazon Connect service console.

Chat Contact Flow

With minor adjustments we can also create a chat contact flow to provide a personalized experience and intelligently route interactions to agents located close to the customer address. In doing so we will utilize contact attributes to autopopulate customer profiles when the chat interaction lands at the agent desktop.

  1. Download the sample contact flow named Customer-Profiles-Personalization-Chat-Contact-Flow.
  2. Set up your Amazon Connect contact flows by choosing to Routing → Contact flows in your instance.
  3. Choose Create contact flow and choose Import Flow from the top right corner of the page.
  4. On the Import Flow dialog, choose Select and upload the Customer-Profiles-Personalization-Chat-Contact-Flow that you downloaded earlier and publish.

Chat Contact flow walk through

For chat interactions unlike voice calls we don’t have a customer id like phone number to look up customer profiles. Therefore, we will have email address shared at chat initiation as a user variable. During testing we will demonstrate that.

  1. Set Logging Behaviour block Enables logging.
  2. Add the Set contact Attributes block to the contact flow.
    Choose Destination Type User Attribute, Destination Attribute profileSearchKey and Use test value _email.

    This will instruct Customer Profiles to search based on email address when the chat is routed to an agent. The email address will be shared at the chat initiation as a user variable.
  3. Add the Customer Profile block to the contact flow.
    Choose Action Get Profile, Select Email address as the search key, choose Use Attribute and select User Defined for type and profileSearchValue for the Attribute.
    In the response fields, select First name and Postcode.
  4. Add the Check contact attributes block.
    Choose Type Customer and Attribute Postal code.
    Add Conditions to check Equals 98109
    Add Conditions to check Equals 98110
  5. For Success join it to a play prompt. Select text-to-speech or chat text and set manually. Type the “$.Customer.FirstName” and then move the call to the Check contact attributes customer input in step 4.
  6. Join branch =98109 to Set working queue and select By queue Select queue 98109.
    Join branch =98110 to Set working queue and select By queue Select queue 98110.
    Join branch No Match to Set working queue and select By queue Select queue Basic Queue.

Chat Testing

  1. Confirm you have a Customer Profile created with your Phone Number, Name, email address and Address completed as a minimum. You can add this via the Amazon Connect Agent app V2 (https://<instance_name>.my.connect.aws/agent-app-v2/)

  2. Navigate to the Amazon Connect “Test Chat” page.
  3. Select “Test Settings” and select the Customer-Profiles-Personalization-Chat-Contact-Flow and add the following as Contact Attributes {“profileSearchValue”:”Jon.Doe@amazon.com”}
  4. When you start the chat the customer greeting will be personalized, routing will be based on the post code and the agent interface will pop the customer record.

Conclusion

In this post, we introduced the Customer Profiles’ block to look up customer details and use them to personalize the greeting to the customer and routing to an agent based on the customer address. You can start using Customer profiles for your Amazon Connect contact center instance today in US East (N. Virginia), US West (Oregon), Asia Pacific (Tokyo), Europe (Frankfurt), Asia Pacific (Singapore), Asia Pacific (Sydney), and Europe (London) AWS regions. As a part of the AWS Free Tier, you can get started with Amazon Connect free for twelve months. Amazon Connect Customer Profiles offers a free tier at 1,000 profiles per month. You can find further details for setting up and using Customer Profiles in the Amazon Connect Administration Guide.