
Amazon Connect now enables automatic presentation of step-by-step guides to agents based on customer activity, improving resolution time and consistency while allowing attribute updates across contacts.


<div><p>This article announces new Amazon Connect features that automatically trigger flows based on agent activity to improve customer service efficiency.</p><ul><li>New "Set event flow" block runs guides when customers connect or disconnect from agents</li><li>Agents receive pre-configured step-by-step guides relevant to customer issues automatically</li><li>Improves resolution time and consistency by guiding agents through exact issue steps</li><li>"Set contact attributes" block allows updating customer information across related contacts</li><li>Features available in all AWS regions where Amazon Connect operates</li></ul><p>These enhancements streamline agent workflows and ensure consistent, accurate customer service handling.</p></div>


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