Amazon Connect Customer Profiles provides customer service agents automated experiences with real-time access to up-to-date customer info to personalize each customer interaction. Simplify how you provide your contact center with customer information by automatically syncing data from disparate applications (e.g., CRMs) and databases across the enterprise into a unified profile and accurately surfacing the right profile by matching customer identifiers (e.g., phone number, email address) in real-time to improve automated IVR and agent experiences. With a complete view of relevant customer information in a single place, using generative AI to combine contact history information (e.g., transcripts, customer sentiment) with customer information (e.g., current product orders, mobile app interactions), your agents can provide more personalized customer service, addressing issues faster and improving CSAT.
Easily sync customer data across applications with generative AI
Quickly combine customer information and interaction data from across your organization into a unified customer profile for your agent. Using generative AI, Customer Profiles automatically maps your data from disparate sources using 80+ pre-built connectors from third-party applications such as Salesforce, ServiceNow, Zendesk, and homegrown applications.
Personalize automated interactions in minutes
Use a drag and drop contact flow block to access end-customer information from Customer Profiles and personalize the contact center experience. The Amazon Connect Customer Profiles flow block finds the profile based on the customer phone number or email address. You can then use customer information from the profile to personalize automated interactions and contact routing.
Surface customer profiles instantly
As a customer calls in or starts a chat, Amazon Connect Customer Profiles automatically scans and matches the customer phone number or customer ID against customer information from connected applications. It then surfaces a unified profile to the agent or IVR, directly in Amazon Connect, using the drag-and-drop workflow designer (i.e., Amazon Connect flows).
Get a single view of the customer in your contact center
Amazon Connect Customer Profiles combines contact history information from Amazon Connect (for example, number of holds, transcripts, customer sentiment) with customer information such as address, phone number, recent orders, or current order status from CRM systems and ecommerce and order management applications.
Resolve duplicate profiles automatically
Without duplicate profiles, contact center agents are presented accurate information in their agent workspace. Amazon Connect Customer Profiles uses machine learning (ML) to detect similar profiles based on similar name, email address, mailing address, and phone number and consolidates them into a unified profile.
Use real-time customer data trends
Identify key trends and attributes about customers, such as whether they’re a frequent caller or a recently placed an order, based on near real-time customer behavioral data. Managers can use these attributes to route customers to the right queue, personalize customer self-service options, and give agents better context on the customer.
Customers Stories
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Traeger Grills
Traeger Grills has been the outdoor cooking choice of food enthusiasts.
At Traeger, our mission is to help create a more flavorful world. Our customers are passionate about their grills. We handle tens of thousands of contact center contacts every month where people have questions on everything from grill care to WiFi connectivity. Our Traeger Techs used to spend a ton of time navigating multiple systems to find customer data. Amazon Connect Customer Profiles seamlessly aggregates information from our e-commerce/marketing systems, Salesforce Service Cloud, Google/Adobe Analytics and Qualtrics. Now, when agents are connected to our customers, Amazon Connect automatically surfaces a unified customer profile that shows who is calling, their contact history, purchase history and grill type. Our agents no longer have to toggle between applications to find information and that helps provide a world-class customer experience. Since implementing Amazon Connect Customer Profiles, we’ve seen a ~25% reduction in handle time and a ~10% increase in CSAT.
Lizzy Mitchell, Head of Customer Experience Analytics - Traeger Grills