Less Typing After Calls! Amazon Connect Prefills Step-by-Step Guides from Conversations
Hi everyone, it's Shii-chan! Here's news that lightens after-contact work in contact centers!
AWS What's New
aws.amazon.com
What was announced?
According to AWS What's New, 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.
The story so far
Agents spent time after each contact typing frequently used information into a guide. For example, an insurance agent finishing a claims call might record the policy number, a call summary, and a disposition code.
What changes
- Managers define rules for which information to extract and which fields to fill
- Agents just review, correct if needed, and submit
- After-contact work gets shorter and data entry errors drop
Dive Deep
Managers can set which information populates each form field.
Step-by-step guides with information extraction are available in:
- US East (N. Virginia)
- US West (Oregon)
- Asia Pacific (Seoul)
- Asia Pacific (Singapore)
- Asia Pacific (Sydney)
- Asia Pacific (Tokyo)
- Canada (Central)
- Europe (Frankfurt)
- Europe (London)
Contact summaries are also available in Africa (Cape Town). See the step-by-step guides section of the Amazon Connect Customer administrator guide for details.
Wrap-up
- Guides are prefilled from details extracted from the conversation
- Managers configure extraction rules and target fields
- Agents review and submit, saving time and reducing errors
- Available in 9 Regions (summaries also in Cape Town)
Great for contact center admins and agents who spend lots of time on after-contact work!
