Amazon Connect Customer now supports customizing the Customer Profiles app on the agent workspace

Amazon Connect Customer Profiles Update

Administrators can now customize customer data visibility and display for agents in the agent workspace using layouts built in Profile Explorer. This feature provides agents with a real-time, unified view of each customer during interactions, combining contact history with customer data from multiple sources.

Within Profile Explorer, administrators can create and save layouts of Customer Profiles widgets and assign them to agents. For example, baggage claims agents can view contact history, active flights, and baggage ticket information, while loyalty agents can see loyalty status, preferences, and upcoming flights. Layouts can also include an AI Profile Summary to highlight key customer insights.

What to do

• Create and save custom layouts in Profile Explorer.
• Assign specific layouts to agents based on their roles.
• Utilize AI Profile Summary to focus on key customer insights.

Available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London).

Source: AWS release notes

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