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With the Amazon Connect Chat integration for Apple Business Chat, you can now provide convenient and familiar customer service directly through the Apple Messages app. Anytime an iPhone user clicks to call your registered phone number, Apple provides the option to chat, reducing contact center costs and enabling customers to respond at their own pace. Customers interact with you directly through their Apple Messages application, just as they would when chatting with a friend or family member. Amazon Connect makes it easy to deliver customer support through Apple Business Chat, using the same configuration, analytics, routing, and agent UI that you're already using for Amazon Connect voice and chat. View the full article -
You can now create richer customer experiences and resolve issues faster by using interactive messages in Amazon Connect Chat. Interactive messages enable you to send prompts and pre-configured response options, eliminating the need for a customer to manually type in their reply. For example, customers can choose a recent order they need help with or select their preferred appointment time from a list of options simply by clicking on it. Powered by Amazon Lex, interactive messages allow you to create personalized, self-service experiences for your customers using the same chatbots that you’re already using for Amazon Connect Voice and Chat. Interactive messages help to increase chatbot accuracy, reduce customer friction, and increase self-service rates. If a contact is escalated from a chatbot to an agent, the agent can see the prompt and the customer’s reply, ensuring that the full context of the conversation is available to the agent without the customer having to repeat themselves. View the full article
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