Amazon Connect Customer Profiles

Leverage the same AI technology that powers Amazon.com to predict customer needs and preferences. Our machine learning models analyze customer behavior in real-time to automatically surface relevant product recommendations across all channels. Whether your customers reach out through voice, chat, or email, or you contact them proactively, every interaction becomes an opportunity to increase revenue through personalized suggestions.

Connect information from over 80 sources to understand your customers better. From their contact details to their service history, everything you need is automatically brought together, making it easier to provide personalized service.

Turn every conversation into an opportunity with AI-powered recommendations. Intelligent AI agents can analyze customer profiles in real-time to suggest relevant products and services based on purchase history, browsing patterns, and customer segments. Whether providing support or exploring upsell opportunities, create personalized interactions that feel natural and valuable to each customer.

Dynamically segment customers based on interests, behaviors, or preferences in real-time. Our AI assistant makes it simple: just describe the customers you want to reach, and it helps create targeted segments. Whether you're launching a new promotion or following up on service calls, you'll know you're connecting with the most relevant audience.

Contact center agents are presented accurate information in their agent workspace. Amazon Connect Customer Profiles uses machine learning (ML) to detect similar profiles based on similar name, email address, mailing address, and phone number and consolidates them into a unified profile.

"At Traeger, our mission is to help create a more flavorful world. Our customers are passionate about their grills. We handle tens of thousands of contact center contacts every month where people have questions on everything from grill care to WiFi connectivity. Our Traeger Techs used to spend a ton of time navigating multiple systems to find customer data. Amazon Connect Customer Profiles seamlessly aggregates information from our e-commerce/marketing systems, Salesforce Service Cloud, Google/Adobe Analytics and Qualtrics. Now, when agents are connected to our customers, Amazon Connect automatically surfaces a unified customer profile that shows who is calling, their contact history, purchase history and grill type. Our agents no longer have to toggle between applications to find information and that helps provide a world-class customer experience. Since implementing Amazon Connect Customer Profiles, we’ve seen a ~25% reduction in handle time and a ~10% increase in CSAT."

Lizzy Mitchell, Head of Customer Experience Analytics - Traeger Grills