With Amazon Connect Customer Profiles, you can use a unified and real-time view of your customer to personalize across multiple interactions. Amazon Connect Customer Profiles can improve IVR routing, enrich your agent experiences, and more accurately segment and target customers in outbound campaigns. Amazon Connect uses generative AI to match contact history with additional customer insights from disparate data sources (e.g., current product orders, mobile app interactions) into a single, unified profile.
Easily sync customer data across applications with generative AI
Amazon Connect Customer Profiles combines contact history information from Amazon Connect (number of holds, transcripts, customer sentiment, etc.) with customer details like address, phone number, recent orders, or order status from 80+ third-party data sources.
Personalize automated interactions in minutes
Use the drag and drop admin experience in Amazon Connect to access end-customer information from Customer Profiles. Use Amazon Connect Customer Profiles to personalize automated interactions and contact routing.
Surface customer profiles instantly
As a customer calls in or starts a chat, Amazon Connect Customer surfaces a unified profile to the agent or IVR. Amazon Connect Customer Profiles also enables Amazon Q in Connect to leverage unified customer data for personalized experiences like next-best actions and streamlined issue resolution across all channels.
Build real-time targeted segments
Amazon Connect Customer Profiles enables you to dynamically segment your customer based on unified profile data. Easily define audience groups based on shared attributes, behaviors, and preferences in real-time.
Resolve duplicate profiles automatically
Contact center agents are presented accurate information in their agent workspace. Amazon Connect Customer Profiles uses machine learning (ML) to detect similar profiles based on similar name, email address, mailing address, and phone number and consolidates them into a unified profile.
Use real-time customer data trends
Identify key trends and attributes about customers, such as whether they’re a frequent caller or a recently placed an order, based on near real-time customer behavioral data. Managers can use these attributes to route customers to the right queue, personalize customer self-service options, and give agents better context on the customer.
Customers Stories
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Traeger Grills
Traeger Grills has been the outdoor cooking choice of food enthusiasts.
At Traeger, our mission is to help create a more flavorful world. Our customers are passionate about their grills. We handle tens of thousands of contact center contacts every month where people have questions on everything from grill care to WiFi connectivity. Our Traeger Techs used to spend a ton of time navigating multiple systems to find customer data. Amazon Connect Customer Profiles seamlessly aggregates information from our e-commerce/marketing systems, Salesforce Service Cloud, Google/Adobe Analytics and Qualtrics. Now, when agents are connected to our customers, Amazon Connect automatically surfaces a unified customer profile that shows who is calling, their contact history, purchase history and grill type. Our agents no longer have to toggle between applications to find information and that helps provide a world-class customer experience. Since implementing Amazon Connect Customer Profiles, we’ve seen a ~25% reduction in handle time and a ~10% increase in CSAT.
Lizzy Mitchell, Head of Customer Experience Analytics - Traeger Grills