Customer Profiles
Deliver personalized experiences across your customer journey
[PLACEHOLDER] FAQs
The Amazon Connect family is a set of agentic AI solutions built on over 30 years of Amazon's operational expertise. It includes Amazon Connect Customer for customer experience, Amazon Connect Decisions for supply chain optimization, Amazon Connect Talent for hiring and recruitment, and Amazon Connect Health for healthcare delivery. Each product is designed to integrate into your existing business workflows, not the other way around, so your teams can start seeing value without rebuilding processes.
Amazon Connect products are built around a design philosophy called "humorphism," where AI acts like a teammate rather than a tool. Instead of requiring you to learn new interfaces or follow rigid workflows, Connect solutions learn your business context, adapt to how your teams work, and get smarter over time. They proactively surface insights when needed and step back when you're focused, much like a skilled colleague would.
Each product addresses a distinct operational challenge: Connect Customer helps you deliver personalized customer experiences across voice, chat, and digital channels. Connect Decisions optimizes supply chain planning by replacing thousands of alerts with a handful of actionable priorities. Connect Talent accelerates hiring from weeks to days using skills-based evaluation and AI-powered interviews. Connect Health automates administrative healthcare tasks like scheduling and documentation so providers can focus on patient care.
The Connect family is built on the same operational science Amazon uses to run its own business at scale, managing a 400+ million SKU supply chain, hiring 250,000 seasonal employees, handling millions of daily customer interactions, and delivering healthcare through One Medical and Amazon Pharmacy. These products take decades of learnings from solving complex problems at a massive scale and make them available to organizations of any size.
Amazon Connect products are designed for rapid deployment without extensive technical expertise. For example, Amazon Connect Customer enables organizations to deploy conversational AI in weeks rather than months, and companies like United Airlines have deployed sophisticated AI experiences in as little as three months. Because the solutions integrate into your existing workflows, you don't need to rebuild your processes or invest in lengthy change management programs to get started.
Overview
Transform customer data into personalized experiences. Customer Profiles goes beyond unifying purchase history and communication touchpoints by automatically identifying opportunities that enhance customer experiences - from recommending relevant products to anticipating future needs. Deliver curated interactions that turn routine moments into meaningful relationships.
Get a complete picture of your customers in one place
Customer information from over 80 sources to understand your customers better. From their contact details to their service history, everything you need is automatically brought together, making it easier to provide personalized service.
Turn customer insights into predictive experiences
Leverage the same AI technology that powers Amazon.com to predict customer needs and preferences. Our machine learning models analyze customer behavior in real-time to automatically surface relevant product recommendations across all channels. Whether your customers reach out through voice, chat, or email, or you contact them proactively, every interaction becomes an opportunity to increase revenue through personalized suggestions.
Sell smarter with AI
Turn every conversation into an opportunity with AI-powered recommendations. Intelligent AI agents can analyze customer profiles in real-time to suggest relevant products and services based on purchase history, browsing patterns, and customer segments. Whether providing support or exploring upsell opportunities, create personalized interactions that feel natural and valuable to each customer.
Reach the right customer at the right time
Dynamically segment customers based on interests, behaviors, or preferences in real-time. Our AI assistant makes it simple: just describe the customers you want to reach, and it helps create targeted segments. Whether you're launching a new promotion or following up on service calls, you'll know you're connecting with the most relevant audience.
Resolve duplicate profiles automatically
Customer support agents are presented accurate information in their agent workspace. 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.
Traeger Grills
"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. 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 Customer 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 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
FAQs
Open allFor more information, see Amazon Connect Customer.
For pricing information, see Amazon Connect Customer pricing.
For latest region availability, see Amazon Connect Customer feature availability by region.
