Discover 3 new Amazon Connect features
AWS continues to innovate its cloud contact center and a few days ago announced three new features of AmazonConnect for a more dynamic customer experience. We tell you what each one consists of and how to take advantage of them to improve each process.
Do you want to know which services you can integrate with Amazon Connect? Don't miss this post.
1. Amazon Connect Cases
Available in preview, this new capability integrated into Amazon Connect facilitates rapid resolution of incidents, track and detect pain points, not only in real time, but also through a historical panel with previous cases of the same client.
This functionality allows create a customer case profile which tracks calls, chats or previous tasks related to the open incident. This way, you have an overview to direct it to the available agent that best fits the request.
Amazon Cases then Send the agent an attachment with the case in question which allows reducing the time of attention and resolving the incident in the first contact. If it is a “self-service” interaction, Cases can be implement chatbots for personalized attention.
Another advantage of this feature is that agents will be able to create or resolve cases or tasks manually and add data to enrich the information provided by Amazon Connect. In short, a collaborative and agile capacity.
2. Amazon Outbound Campaigns
With Amazon Connect outbound campaigns, agents will be able to Contact a large volume of users during corporate communication campaigns or they can create large-scale reminders, for example, through SMS, calls or emails.
As with other Connect features, Outbound Campaigns integrates machine learning algorithm which helps the agent to connect only with active customers thanks to its predictive dialer.
Initially, creating an outbound campaign is quite simple: select the contact list, the channel (SMS, email, call, chat) and, if required, a pre-recorded audio to open the call and then establish the connection with the agent.
With this new Connect feature, you can save time as each action can be performed and viewed from a single panel.
3. Amazon Lex Automated Chatbot Designer
With Amazon Lex it will be faster Deploying automated chatbots on Amazon Connect. It starts by uploading transcript sets from Connect (or third-party and AWS applications) to Amazon Lex. From there, Lex's automated designer analyzes the transcripts to create initial flows for the chatbot. Once this is done, the chatbot is built, which can include associated phrases, user requests, and lists of information that the chatbot will need to solve the problem.
Some advantages to highlight: the design can be modified, for example, by changing prompts and chat responses. In addition, it is possible to download the transcript analysis from Connect.
Every day, more and more companies are implementing Amazon Connect to offer more natural and effective experiences to their customers. apser, we are experts in this service and we have recently obtained the seal of Service Delivery for Amazon Connect, which validates us to deploy this and other functionalities as required by the client.
Don't miss all the news about this service and contact us if you are ready to innovate your contact center.
