AWS has shared a demo of how Amazon Connect customers can blend the solutions available to them and "easily" create customer self-service journeys.
Keith Ramsdell, Principal Product Manager at AWS, led the demo, which the cloud giant shared on its social channels after AWS re:Invent.
In doing so, Ramsdell first explained how AWS breaks down customer journeys into four main areas of consideration and how users must address each specific area to maximize their self-service journeys
- Proactive Customer Engagement: Companies should reach out to customers before they contact their centers, whether to inform them of service issues, outages, or offers.
- Omnichannel Engagement: Customer experience and service teams cannot operate under a ‘one size fits all’ approach; they must blend modalities to deliver the best-fit experience.
- Issue Resolution: Companies should implement structured, efficient processes for assisting customers in addressing their problems, which should make it easy for customers to determine the problem and fix it.
- Back-Office Process Automation: By simplifying follow-ups, agent evaluations, and overall performance assessments, businesses will encourage a more seamless self-service journey.
For Ramsdell, an effective self-service customer journey contains elements of all four of these considerations. During the demo, he explained:
When we built Amazon Connect, we focused on weaving these capabilities together from the ground up, making it easy to inject AI at every part of the experience.
"We aimed to let you [Amazon Connect users] decide when and how to use these capabilities."
The Right Tools for the Job
In order to assist users with implementing AI across their journeys, Ramsdell points to the Amazon Connect Flows solution, a no-code, low-code drag-and-drop tool that lets users create workflows for anything from IVRs to process automation.
In a nutshell, AWS promises: If you can outline a step-by-step guide, you can build these workflows.
Additionally, users can enhance these workflows through features such as "customer profiles", which helps personalize automated customer journeys.