Amazon Connect Customer Profiles now enables contact center managers to create calculated attributes that turn customer behavior data (e.g., contacts, orders, web visits) into actionable customer insights such as a customer’s preferred channel to drive dynamic routing, personalize IVRs, and provide agents with more relevant customer context. In the Amazon Connect admin website, contact center managers can create calculated attributes in a few clicks to identify recent customer actions (e.g., last order status), patterns of behavior (e.g., preferred channel, frequency of contact), and customer value (e.g., total orders value) without depending on engineering resources. Contact center managers can use calculated attributes with the Customer Profiles Flows block to design personalized customer experiences such as IVRs (e.g., use the last order to pre-emptively offer an IVR menu to check order status), routing (e.g., route to a different queue with the lower wait time for repeat callers), and surface them to agents through step-by-step guides. Calculated attributes are always kept up-to-date based on the latest customer data that Customer Profiles syncs and merges from across Amazon Connect, SaaS applications such as Salesforce, and databases.
Source:: Amazon AWS