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Amazon Connect Cases
Track, collaborate on, and resolve customer issues quickly
Overview
Amazon Connect Cases helps organizations track customer issues that take multiple interactions or multiple owners to resolve. Cases accelerate resolution times and enable consistent, personalized service by creating a unified view of individual customer issues. As customer contacts come in, Amazon Connect can automatically create new cases, consolidate customer info from across self-serve and agent-led interactions, and provide AI-powered summaries to help team members easily get up to speed.
View case history and activity in one place
With Cases, agents get a detailed view of customer issues, including calls, emails, tasks, and chats all within the unified agent workspace. AI-powered case summaries and timeline views allow agents to quickly understand customer history, removing the need to go back and forth between applications.
Automatically capture issue context from IVR and chatbots
Cases can be created and updated automatically using a customer's self- service Interactive Voice Response (IVR) or chatbot interactions. If agent assistance is still required, the agent is then proactively provided with the relevant issue context improving customer satisfaction, average handle time, and first-contact resolution.
Take action with task management to improve resolution time
Improve resolution efficiency and collaboration with Amazon Connect Tasks. Cases capture and display prior and pending Tasks associated with each issue making it easier for agents to create, prioritize, and monitor work assigned to other agents or teams.
Get up to speed quickly with AI-powered case summarization
Supervisors and agents deal with a variety of customers and contacts every day. AI-powered case summaries help your team quickly understand each customer’s issue, enabling them to better deliver personalized service at scale with reduced resolution time.
Customer stories
Litigation Practice Group
At the Litigation Practice Group, we believe that each one of our customers deserves financial peace of mind. Amazon Connect not only addressed many of the technological limitations we were facing but brings with it a suite of modern solutions for all our business needs. One of those needs is case management to handle operating activities, including payments, document control, and legal cases. Amazon Connect Cases seamlessly integrates with our existing contact center workflows. Our agents and legal teams now have full performance visibility and spend less time on manual tasks, creating more time to find solutions to enhance the customer journey.
Blogs
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FAQs
Open allFor more information, see Amazon Connect.
Yes. You must use the Amazon Connect Contact Control Panel (CCP) and Amazon Connect Customer Profiles, which will allow cases to be associated to a customer identity.
For pricing of Cases and other Amazon Connect capabilities, see Amazon Connect pricing.
Yes. Just as you can embed the Amazon Connect Contact Control Panel (CCP), Customer Profiles, and the Connect assistant, you can embed Cases into an existing application via Amazon Connect APIs.
A case represents a record of a customer’s unique issue, such as an insurance claim. A task can track the actions or work that must be done to resolve the customer’s issue (for example, review claim details, discuss with a claims adjuster, find a collision shop, and call to follow up with the customer). With the addition of Tasks, a case will record all prior and pending tasks associated with resolving the issue, including call and chat information. For every case, tasks can be created and accessed within the case UI, which is natively integrated in the agent workspace.
Amazon Connect provides metrics for case management which give customers insights into case volumes and performance. Contact center managers can view reports using the historical metrics dashboard to analyze case resolution performance based on point in time snapshots or specific time intervals.
Developers and partners can also access a real-time case event stream to integrate into their data warehouse and build custom analytics, reports, and dashboards. To learn more about building your own dashboard, visit our blog or contact an AWS partner to learn about prebuilt case analytics solutions.
For latest region availability, see Amazon Connect feature availability by region.
For latest region availability, see Amazon Connect feature availability by region.