Broadcast Date: July 29, 2020

Level: 300

Enabling chat in your contact center offers customers a way to receive support from their preferred channels, however agents can be limited by a customer’s response time which can decrease their efficiency and leave customers frustrated. Amazon Connect’s asynchronous chat automatically preserves the full context of a conversation for agents, allowing customers to respond at their own pace. In this tech talk we will explore how to build an experience that allows agents to maintain productivity while chatting with a customer. You will also learn how to notify and re-engage with your customers via a different channel, even after closing a chat.

Learning Objectives

  • Explore how enabling chat in your contact center improves customer engagement and allows customers to receive support in their preferred channel
  • Learn how asynchronous chat preserves a conversation’s context, allowing customers to step away from a chat and respond at their own pace
  • Notify your customers through a separate channel that they have received new messages and redirect them to the chat using Amazon Pinpoint, Amazon’s multichannel customer communication service

Who Should Attend?

Business Decision Makers, Contact Center Managers, IT Professionals, Agents, Customer Experience Leaders


  • Erin Hall, Solutions Architect - Amazon Connect, AWS

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