Improve routing and self-service using Amazon Connect Customer Profiles and step-by-step guides
Contact Center Blog
This article discusses ways to improve routing and self-service capabilities in Amazon Connect Contact Centers using Customer Profiles and step-by-step guides.
Specifically, the article covers:
- Key concepts like Customer Profiles data mapping, calculated attributes, and step-by-step guides in chat
- Use case 1: Deploying a self-service experience to check order status using the Product object
- Use case 2: Using step-by-step guides in chat to update customer email address
- Use case 3: Leveraging calculated attributes to enhance routing for frequent callers
- Conclusion on benefits of using these features for personalized service and cost efficiency
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