This post outlines an Amazon Connect architecture pattern for transitioning voice calls to a chat channel, allowing customers to switch from long wait times on voice to continue their conversation via chat or email, thereby improving the customer experience and contact center efficiency.

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<p>The article describes a solution for transitioning from voice to chat channel in an Amazon Connect contact center when there is a long wait time.</p>
<p>Specifically, the article covers:</p>
<ul>
<li>Overview of the solution architecture using AWS services like Amazon Connect, Lambda, CloudFront, S3, and Amazon Pinpoint</li>
<li>Implementation steps and considerations for deploying the solution</li>
<li>Extended use cases where the solution can be applied</li>
<li>Benefits of the solution in improving customer experience and agent productivity</li>
</ul>
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Channel deflection from voice to chat using Amazon Connect

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