Amazon Connect Cases now allows you to programmatically manage your cases and set up escalation workflows using the rules designer in the Amazon Connect UI. With this launch, you can create rules to automatically create a task, update a case, or send email alerts to a manager whenever a case is created or updated. In addition, you can create rules leveraging Amazon Connect Contact Lens to automatically create a case for post-conversation follow-up, such as when negative customer sentiment or specific key words are detected in a conversation.
Source:: Amazon AWS