Amazon Connect Customer now enables you to use flow modules as data requests in agentic CX designer, so you can build and apply reusable logic across your customer experience flows. You can run a flow module at a fixed step in a conversation with a Data request node, or give it to a Generative journey as a tool to call when the conversation needs it.
With this launch, you can use flow modules to update customer profiles and cases, create tasks, look up data tables, send an SMS confirmation, or check hours of operation and staffing before escalating to a human agent. You can also retrieve data that sits inside a private network, such as core banking, policy, or claims systems. For example, a flow module can invoke an AWS Lambda function in your VPC to return an account balance or claim status in the middle of an interaction.
This feature is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Canada (Central), Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Europe (Frankfurt), and Europe (London). To learn more, refer to Data requests and Flow modules in the Connect Customer documentation. To learn more about Amazon Connect Customer, an agentic AI solution that helps enterprises deliver exceptional customer experiences, visit the Amazon Connect Customer website.
Categories: marketing:marchitecture/contact-center
Source: Amazon Web Services
