The Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce now helps reduce the time agents spend searching for answers with integration of Amazon Connect Wisdom. Previously, agents needed to spend valuable time manually searching across data sources for information to solve customer issues and were unable to help customers quickly. With Wisdom, agents can search for terms such as “what is the pet policy in hotel rooms” across connected repositories, including Salesforce knowledge bases from right inside the CTI Adapter. When used with Contact Lens real-time, Wisdom is designed to detect customer issues during calls and proactively provide knowledge article recommendations in real-time. The Wisdom widget can be configured within the agent’s Contact Control Panel (CCP) or alongside the agent’s Salesforce Lightning screen layout for cases, contacts and accounts.
Source:: Amazon AWS