Amazon Connect - Cases

Amazon Connect Cases, a feature of Amazon Connect, allows your agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. Agents can document customer issues with all the relevant case details, such as date/time opened, issue summary, customer information, and status, in a single unified view. You can configure new cases to be automatically created or have agents create cases that document customers’ unique issues, such as product defects and billing inquiries, and then track each case to resolution. By making it easier to track customer issues, Cases makes it possible to accelerate resolution times, improve efficiency, and reduce errors to help increase customer satisfaction.

View case history and activity in one place

• Agents view the details of the customer issue, including calls, tasks, and chats associated with the case, and navigate to the customer information directly from the case, all within the unified agent application. The timeline view shows agents a case at a glance, removing the need for agents to go back and forth between applications.

Automatically capture case data from your IVR and chatbots

• Automatically create and update cases by using information gathered in a customer's self-service IVR or chatbot interaction. When agent assistance is required, the contact will then be routed to an available agent, with the relevant case attached, resulting in improved average handle time and first-contact resolution.

Take action with task management

• Reduce resolution time and improve efficiency by using Amazon Connect Tasks with Cases. With the addition of Tasks, which tracks the work that must be done to resolve the customer’s issue, a case will capture and include prior and pending actions needed to resolve the issue. This makes it easier for agents to create, prioritize, and monitor work assigned to other agents or teams.