Amazon Connect now makes it easier for you to create interactive chat experiences using step-by-step guides to help resolve issues faster and improve the customer experience. You can now configure step-by-step guides in the communications widget to quickly create self-service chat and post-chat experiences using dynamic components including carousels, drop down lists, date time pickers, and forms. If chats are escalated to an agent, agents can see context from the self-service interaction, enabling them to provide personalized and efficient service.
Source:: Amazon AWS