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Customer Experience Demands Keep Increasing. Meet Them Easily with Amazon Connect.

 

 

Your customers have high expectations regarding their experience with your brand. They want not only an exceptional, personalized experience, but they want it across all of your channels. Additionally, they want it 24 hours a day, seven days a week. You have to ensure that your customer service agents can meet the demands of the customers and that they are set up to provide exceptional customer service.  

The stakes are high, and expectations continue to rise as time goes on. In the quest to provide the ultimate customer service experience, Amazon Connect is a contact center must-have. Having to use multiple applications or programs wastes time and resources. Only unified customer profiles will deliver the desired experience and allow your customer service agents to focus on giving your customers the best possible service. Amazon Connect eliminates the need to move from application to application to get the needed information and puts an end to costly integration solutions. With streamlined processes and user-friendly applications, your customer contact center will be set up for success. Customer service agents will have all of the tools needed at their disposal to meet the ever-growing expectations of customers. 

Amazon Connect provides not just information but adds the context required to provide the ultimate customer experience. Agents get a unified view of customer profiles with the latest information, including data from third-party applications, in just a few clicks. The unified customer experience is created leveraging the pre-built connectors for Amazon Simple Storage Service (Amazon S3). Here’s how to build unified customer profiles with Amazon Connect.

Prerequisites

Before you can create an object type mapping, set up the Amazon Connect Customer Profiles Amazon S3 connector, and search for records, you’ll need the following: 

  • AWS account
  • AWS Connect instance
  • Customer profiles for your instance are enabled
  • Amazon S3 bucket created

Then you’ll upload your CSV data to the S3 bucket. 

Creating a Profile Object Type Mapping

Define an object type mapping that describes what the custom profile object looks like. This defines how fields from your data can either populate fields in the standard profile or assign the data to a specific profile. You’ll use the profile object mapping tool to define the mapping. 

1. Enter the Domain Name, Object type name, and Description.
2. Select Next
3. In the Provide your source data section:

  • Enter the JSON payload in Source Data
  • Select Next

4. For the Define filed mappings and key step:

  • Using the Source field name drop-down menu, select Customer Id, Reference Id, and Assigned Agent
  • Then select Add to field mappings

5. In the Field Mappings section, select Account Number in the Target Field for Customer Id
6. In the Key Definitions section, select Add for each key. For the following keys, choose these options:

  • For Customer Id key 
    • Key Name choose _account
    • Field select Customer Id
    • Select Profile Key
  • For Reference Id Key 
    • Key Name select Custom Key Name, enter Reference Id
    • Field select Reference Id
    • Choose a Unique key
  • For Assigned Agent Key 
    • Key Name choose Custom Key Name, enter Service Type
    • Field select Assigned Agent

7. Choose Next
8. In the Review generated template section:

  • Select Download
  • Then, in the directory where you downloaded the template, run this AWS CLI command: ws customer-profiles put-profile-object-type –cli-input-json

Configure Amazon S3 as a data source

Now that you’ve created a profile object type, you can set up the Amazon S3 connector:

  • Open the Amazon Connect console
  • Choose your Amazon Connect instance
  • In the navigation pane, select Customer Profiles
  • For Integrations, select Add Integration

Do the following in the Select application section:

1. Choose S3
2. Then select Read and acknowledge that your S3 account meets the integration requirements.
3. Choose Next
4. For Choose an S3 bucket, select a bucket in the same region as your Amazon Connect instance
5. If you have created one, enter a bucket prefix
6. Choose Next

Review the details in the Review and integrate section, then choose Integration.

Searching for records

Once integration synchronization has been completed, you can search for ingested records. Records will be attached to profiles based on the template you created in the first step. The records will be attached to the profiles with the same Account Id as the Customer Id in the service record.

If there is no profile with the existing Customer Id, a new profile will be created. Based on the keys you defined, you can use the SearchProfile API to search by Customer Id, Reference Id, or agent.

With Amazon Connect Customer Profiles, you can effortlessly deliver a more personalized customer experience. A unified view of all customer data and context will be available to the agent at the moment of contact. By combining customer data from disparate data sources, Amazon Connect, you can create the unified customer profiles required to provide your contact center with the information they need to provide the expected customer service experience that brings business success.

CloudHesive is a cloud solutions consulting and managed service provider with expertise in all things Amazon Web Services. We have the experience and knowledge to help your business realize all the benefits of AWS cloud and AWS customer service solutions. We have eight AWS Competencies, over 50 AWS Certifications, and membership in nine Partner Programs.

With over 30 years of experience, we leverage cloud-based technology to its full potential. We’ve helped more than 100 companies reduce their operating costs and increase productivity with our focus on security, reliability, availability, and scalability. We can help you streamline your processes and ensure that your agents have the tools that they need to provide the best customer service possible. Contact the CloudHesive team today.