Amazon Connect Customer now scores the outcomes of customer interactions!
Hi everyone, Shii-chan here! Today's news changes how you can see your contact center in Amazon Connect Customer!
AWS What's New
aws.amazon.com
What was announced?
According to AWS What's New, Amazon Connect Customer now scores the outcome of your customer interactions. It shows whether the customer:
- Left satisfied
- Is at risk of churning
- Made a purchase
- Resolved their need in self-service
The story so far
Before, the focus was on how efficiently an interaction ran. Now you can also see whether it worked.
What changes
You can review operations by "did it go well" and not just "was it quick". Each metric comes with a default definition that you can adjust to match how your business defines success.
Dive Deep
- Available in both the analytics dashboards and the APIs
- Available in all AWS Regions where Amazon Connect Customer is offered
- For metric details, see the Connect Customer Administrator Guide
The announcement does not describe how the scores are calculated.
Wrap-up
- Interaction outcomes are scored: satisfaction, churn risk, purchase, and self-service resolution
- You can see whether an interaction worked, not only how efficient it was
- Definitions can be adjusted to your business
- Available through dashboards and APIs in all supported Regions
This is for operations teams who want to improve their contact center with numbers!