Amazon Connect Cases now supports customer profile identity resolution
News
This article announces that Amazon Connect Cases now supports automatic customer profile identity resolution, merging duplicate profiles and reassociating cases.
- Automatically reassociates cases when duplicate customer profiles are merged
- Agents see complete case history under unified customer profile
- Detects duplicates from different channels or contact details
- Eliminates manual searching across multiple profiles
- Available in 10 AWS regions globally
Amazon Connect Cases now provides agents with unified customer views by automatically consolidating cases across merged duplicate profiles, improving efficiency and customer service.
The AWS News Feed is currently looking for gold sponsors. If you want to support the AWS community and reach a large audience of AWS professionals, consider sponsoring the AWS News Feed.
Related articles
May 12
2026
2026
Amazon Connect Customer now supports embedding Cases and Customer Profiles in custom agent applications
Aug 25
2026
2026
Amazon Connect Customer now lets you update the customer profile on a case or add a profile after a case is opened
May 15
2026
2026
Amazon Connect Cases now lets you edit related items and delete cases from the agent workspace
Jul 2
2026
2026
Amazon Connect Customer now supports assigning up to 7 security profiles with granular access controls per user
The AWS News Feed is currently looking for silver sponsors. If you want to support the AWS community and reach a large audience of AWS professionals, consider sponsoring the AWS News Feed.