AWS has announced that its CCaaS platform – Amazon Connect – now supports Apple Messages for Business.
Apple Messages for Business allows organizations to directly message customers using the default message application on every iOS device and vice versa.
Those organizations can—via Amazon Connect Chat—asynchronously engage with customers across the channel - alongside various others.
In other words, customers can switch between channels and devices, engaging at their whim without losing the context of the chat.
Moreover, as AWS offers Amazon Lex – its conversational AI platform – as a native solution within Amazon Connect, businesses can automate conversations across Apple Messages for Business.
Indeed, organizations may leverage NLU- and GenAI-powered chatbots to create self-service experiences with escalation paths to a live agent.
Such experiences may feature various rich messaging features, including link previews, quick replies, forms, attachments, customer verification, Apple Pay, and iMessage apps.
Each addition allows businesses to build more compelling messaging use cases, such as product recommendations, appointment scheduling, shipment checks, and commerce journeys.
By embracing such use cases, customers can lower their call volumes and operational costs by deflecting calls to chats, claims AWS.
Part of a "Seamless Omnichannel Experience"
Interestingly, customers don’t have to build new AI-driven experiences for Apple Messages for Business. Instead, they can pull across the bots from other digital channels.
Moreover, they may implement the same analytics, agent experience, and routing rules that they do on other digital channels.
As Kun Qian, Speciality Solutions Architect at AWS, stated on the AWS YouTube channel:
Within Connect, there is a single application for workflows, agent management, routing, and experiences across all channels.
The result is a more seamless omnichannel experience and much less operational complexity.