Amazon Connect Component

Overview

Use cases:

1. Automation of paths: After analyzing the most asked questions, you can prepare a contact flow through AWS Connect IVR capabilities that will automate the response to users’ queries & can be personalized surfacing data from Appian & other back-end systems.
2. Persisting Appian Experience: Customer Agents being on Appian can navigate to any applications (existing or new) without having to refactor any of them to cater to the Amazon Connect component. The agent can talk to the customer, at the same navigate to any of the applications.
3. Connect your customer portal: Leverage your existing customer chatbots, or deploy new on customer channels, to connect your customers straight to customer agents on Appian for any complex problems.
4. Contextual Suggestions: Suggest customer references (links to customer records, case records, etc.) directly on call pop-ups on Appian, along with contextual suggestions while the call is in-progress to customer agents to answer customer queries quickly & correctly at the first place.
5. Conducting Meetings: Connect your existing calendar/ meeting diaries on Appian to initiate on-demand or scheduled calls with the customer straight from the Appian dashboard through a "one-click" outgoing dial capability.
6. Managing peaks: With excellent scalable channels, you can provide an uninterrupted experience to your customers. It adapts easily to the quickly changing customer needs.

Key Features & Functionality

1. Voice & Chat Capabilities: Ability to take voice & chat calls directly inside of Appian interface for customer agents. It comes with a screen pop-up mode enabling organizations to have the call or chat window made available to them on-demand. This allows agents to navigate to different Appian or non-Appian applications while the call being still in progress.
2. Outgoing Call Capabilities: With a click on any Appian SAIL interface, initiate a new phone call directly from Appian on the desired number with the agent experience the same on any incoming calls.
3. Live Transcripts & Contextual Best Actions: Real-time communications b/w agents & customers are shown straight within the pop-up as they speak. Additionally, the component recommends the key phrases dynamically on real-time transcripts and suggests the different contextual actions for agents on Appian to take. This reduces agents navigating to different screens to cater to customer requests, thereby reducing overall handling time.
4. Access Appian OR External Data: Build deep integrations between Amazon Connect & Appian, surfacing the back-end data sitting across multiple systems including Appian directly on this component. Organizations can offer personalized greetings & dynamic routing based on customer information, create new objects, update existing records, or access any other data sitting within or outside Appian at ease, based on different customer choices on IVR.
5. Amazon Connect Login directly within Appian: Agent can log in to AWS Connect within Appian, through the login AWS Connect URL generated by the plugin component, on interface load.