Amazon Connect now offers new enhanced analytics in the drag-and-drop flow designer that help you make data-driven decisions when building and optimizing your flows. Amazon Connect flows allow you to create end-to-end self-service and automated customer experiences such as interactive voice response (IVR), step-by-step guides, and back office processes and tasks. With this launch, you can now view aggregate metrics on how customers move through each step in the flow including where they run into errors or abandon the experience. For example, you can see how many conversational AI interactions result in transfers to agent queues or when customers end up in the wrong queue because an error in the flow configuration. These new capabilities help you identify behavioral patterns and evaluate root causes, allowing you to deliver better outcomes for customers.
This new capability is included with Amazon Connect (with unlimited AI) pricing. To learn more about this feature, see the Amazon Connect Administrator Guide. This feature is available in all AWS regions that offers Amazon Connect. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.
Categories: marketing:marchitecture/contact-center,general:products/amazon-connect
Source: Amazon Web Services
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