Category: Best Practices

1. Introduction When an agent places a call is placed through a quick connect or the number pad using the contact control panel (CCP), the outbound caller ID depends on whether the agent is already on an active call. This blog explains how Amazon Connect Customer selects the caller ID in each scenario and how to […]

Introduction Artificial intelligence (AI) Agents, Prompts, and Guardrails give contact centers extensive control over how generative AI engages customers and supports human agents. Built into the next generation of Amazon Connect Customer, these three features let you select the right large language model (LLM) for each task and configure how it behaves within your contact […]

Your Amazon Connect Customer contact center measures customer satisfaction (CSAT), but CSAT doesn’t predict whether customers will stay. Research suggests high-effort service interactions are the strongest driver of customer disloyalty. Customer Effort Score (CES) measures how easy it was to get an issue resolved — the strongest predictor of loyalty and churn. Most organizations lack […]

Authentication during chat is a balancing act: require it too early and you lose customers who need quick answers; skip it entirely and you face compliance challenges when conversations shift to account-specific topics. When customers start a chat in Amazon Connect Customer, they might begin with a simple question but then need account-specific assistance that […]

What you will learn: How Amazon Connect’s enhanced module nesting (up to five levels deep) and universal cross-flow compatibility enable you to build maintainable, reusable contact center workflows, illustrated through a real-world travel booking reservation use case. Introduction In November 2025, we announced three powerful new capabilities for Amazon Connect flow modules: custom blocks with […]

When using Amazon Connect Outbound Campaigns with answering machine detection (AMD), contact center managers often perceive long silence periods before customers connect to agents. This perception frequently stems from measuring agent connection time incorrectly starting the timer from when the call enters the system rather than from when the customer finishes speaking. By anchoring your […]

Learn how to build an automated evaluation pipeline for Amazon Connect AI Agents using DeepEval and Amazon Bedrock to meet Model Risk Management requirements. When you deploy an Amazon Connect Customer AI Agent that manages account operations and routes service requests, it becomes a model subject to formal governance. Before deploying any model that influences […]

Only about 5% of AI initiatives successfully ship to production at scale. At Amazon, we’ve learned firsthand what separates that 5% from the rest. In this post, we share a tactical playbook for moving your AI pilot into production while keeping your customer and agent experience completely intact. Many organizations excel at launching initial artificial […]

Introduction For NatWest Group, one of the UK’s largest banks, delivering consistent customer experience consistently is both a business priority and a regulatory requirement. Maintaining uninterrupted service across customer experience operations is fundamental to the bank’s ability to meet its business continuity and disaster recovery obligations. NatWest originally deployed its customer experience platform on Amazon […]

We’re Willing to Be Misunderstood  At Amazon, one of our leadership principles is Customer Obsession and sometimes that means making decisions that feel counterintuitive in the short term but deliver exponential value over time. We’re willing to be misunderstood for long periods if it means building the right foundation for our customers’ future. If you’re […]