Amazon Connect Customer now prefills step-by-step guides for after contact work

Amazon Connect Customer can now fill in the step-by-step guides that agents complete after a contact, using information extracted from customer conversations, such as booking identifiers, claim numbers, and conversation summaries. Managers can set which information populates each form field. Agents can review and submit rather than manually typing in each field, saving time and improving data accuracy during after contact work.

Contact center agents spend time after each contact entering frequently used information into a step-by-step guide. For example, an insurance agent who finishes a claims call might record the customer’s policy number, a summary of the call, and a disposition code. Now, managers can define rules for which information to extract from the conversation and which fields to automatically fill in the guide. The agent can then check the information, make any necessary corrections, and submit the guide, shortening after contact work and reducing data entry errors.

You can use step-by-step guides with information extraction in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London). Contact summaries are also available in Africa (Cape Town).

To learn more and get started, see step-by-step guides in the Amazon Connect Customer administrator guide.