Amazon Connect Cases enhances customer profile management with identity resolution

Amazon Connect Cases has introduced a new feature that automatically reassociates cases when duplicate customer profiles are merged. This enhancement ensures that agents always have access to a complete case history for each customer. Often, customers may have multiple profiles due to contacting through different channels or providing varied contact details. The Identity Resolution feature in Amazon Connect Customer Profiles identifies and merges these duplicate profiles. As a result, all associated cases are consolidated under a single, unified profile, eliminating the need for agents to manually search through different profiles or piece together a customer’s history.

This feature is now available in several AWS regions, including US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town). For more information and to get started with this feature, users can visit the Amazon Connect Cases webpage and review the documentation provided.