Amazon Connect now offers quick responses for contact center agents engaged in chats
Amazon Connect now offers quick responses for chats making it easy for agents to use pre-written responses to resolve customer issues with greater speed and accuracy. Managers can create quick responses in the Amazon Connect admin website for agents to use while responding to chats.
Amazon Connect now offers quick responses for chats making it easy for agents to use pre-written responses to resolve customer issues with greater speed and accuracy. Managers can create quick responses in the Amazon Connect admin website for agents to use while responding to chats.
Agents can insert a quick response as they type a message back to the customer. For example, an agent can send a greeting at the start of a chat by typing in ‘/#greet’ to insert a personalized response such as, ‘Hi David, thank you for contacting customer support. My name is Nikki, how can I help you today?’. Managers can create personalized quick responses in the Amazon Connect admin website, add shortcut keys to each response and associate quick responses to routing profiles so that agents can access relevant content. By providing consistent and on-brand communication, quick responses help agents solve customer problems more effectively, saving time and reducing agent effort.
This feature is available in the US East (N. Virginia), US West (Oregon), Europe (London), Europe (Frankfurt), Asia Pacific (Sydney), and Asia Pacific (Tokyo) AWS regions.
To learn more about quick responses, please visit the help documentation or visit the Amazon Connect website.