Drive insights of customer’s self-service IVR journey with Amazon Connect and personalized dashboards
Contact Center Blog
This AWS blog post details how to drive insights into customer self-service IVR journeys using Amazon Connect and personalized dashboards, focusing on tracking and analyzing customer interactions.
- The solution helps track various IVR customer journey scenarios, such as:
- Chat deflection
- IVR self-service routing
- Callback options
- Agent routing
Key technical components include:
- Amazon Connect flows
- Amazon Lex for intent recognition
- AWS Lambda for processing
- DynamoDB for journey storage
- CloudFront and S3 for dashboard visualization
The solution allows businesses to capture detailed metrics about customer interactions, enabling improved contact center experiences and more informed decision-making.
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