This article authorizes the official Amazon Cloud Technology article to forward and rewrite the rights, including but not limited to Amazon Cloud Technology official channels such as Amazon Cloud Technology Developer Community, Zhihu, self-media platforms, and third-party developer media.
Table of contents
- Preface
- basic concept
- working principle
- A brief trial experience
- Experience gains
- at last
Preface
Amazon Connect is an omni-channel cloud contact center service just launched by Amazon Cloud Technology in the second half of this year. In just a few simple steps, you can set up your own contact center and add customer service anywhere to let it communicate with users. Enterprise users can use omnichannel communications to create hyper-personalized experiences for their customers. In addition, as far as I know, Amazon Cloud Technology’s Amazon Connect includes generative AI capabilities, which can help organizations improve employee productivity, save costs, and improve the company’s customer service experience. Then let’s experience related services from the perspective of a programmer and developer. Here we take the example of quickly building a simple intelligent customer service center to share the experience.
basic concept
In order to make it easier for readers to understand and become familiar with Amazon Connect, let’s first take a look at its concept. According to the official description of Amazon Cloud Technology, with the help of Amazon Connect, users can stay ahead of customer expectations, surpass competitors at lower costs, and improve quickly. to retain existing customers and attract new ones. Is this sentence a bit difficult to understand? To summarize personally, Amazon Connect is actually a customer service contact center that integrates various advanced skills. Users can use it to improve their ability to serve users.
working principle
Let’s take a look at the working principle of Amazon Connect. In fact, Amazon Cloud Technology’s official introduction to Amazon Connect is also very detailed. Here is just a general introduction. Using Amazon Connect, you can really build a contact center in a few minutes, and it can be expanded to become It supports millions of customers and is very powerful. The working principle of Amazon Connect is shown in the figure below (the principle diagram comes from the introduction diagram on the official website of Amazon Cloud Technology).
A brief trial experience
You must have learned about Amazon Connect in detail through the concepts and basic principles above, so let’s try out the use of Amazon Connect in person. Before you start using it, you need to make preparations in advance. Make sure you have an Amazon Cloud Technology account. If you don't have one, please register an account and set up binding personal information. I won't go into details here. As long as you have an Amazon Cloud Technology account, directly open the entrance to Amazon Connect: Amazon Connect Cloud Call Center Service_AWS Cloud Service, and then log in to the account, as shown in the figure below:
After logging in to your Amazon Cloud Technology account, you can find or search Amazon Connect in the console, or you can directly find and open it under Recent Access in the console, as shown below:
After findAmazon Connect service, go directly to the management homepage of Amazon Connect to add an instance, that is, directly activate it’s services, as follows:Amazon Connect
When adding an instance, you need to set it according to the actual usage. Here, it is set by default, as shown below:
For the convenience of testing experience, the setting of adding an administrator is ignored here. However, in normal actual use, it is necessary to set an administrator, so remember.
The next step is to set up the call. The default settings are still the main ones here, as shown below:
The following is a more important step, setting up data storage, because customer service is a very important field, especially the storage of related call content is also very important. Here, the default settings are as follows:
The last step is to review and create the settings. After confirming that the above steps are correct, click "Create Instance" to create a successful instance.
After the instance is created successfully, wait a moment and the instance will be created successfully, and the information about the newly created instance will appear in the instance list, as shown in the figure below:
After the instance is created, you can use it directly. You can directly click the "Start Using" button, as shown below:
You can also directly click the instance details in the instance list to directly enter the usage console ofAmazon Connect, as shown below:
Get startedAmazon ConnectThe first step is to apply for a phone number. Apply here according to region and type, as follows:< /span>
After successfully applying for a phone number, you will be prompted to turn on the microphone permission, as shown below:
Once you've set up Amazon Connect, you can easily and reliably manage your contact center at any scale. Click the "Setup" button below to complete.
And configure the settings for service level reporting as follows:
In addition, the settings for viewing and modifying basic call information are as follows:
And test chat settings like this:
After setting up, you can see the following chat test effect, which is equivalent to template setting and is very convenient, as shown below:
Set and view operating hours as follows:
After setting up, click the save button to succeed.
Specific information will be displayed in the list, as follows:
If the queue has not been created, you need to create the queue as follows:
After setting up, click the Save button.
It will also be reflected in the queue list, as follows:
If there is no prompt set, you need to create a prompt again.
After setting up, click the Save button.
Similarly, if the stream has not been created, the stream must be created.
But you need to open the corresponding permissions again, as follows:
The specific process of setting up the stream is as follows:
Next is to create a routing configuration file, as follows:
After setting up, just click the save button.
The last item is to configure user settings.
After setting the corresponding details, click the Save button.
The above is a complete experience of using Amazon Connect through personal experience, from activating the Amazon Connect service, to corresponding specific item settings, and experiencing the effects. Since the phone settings are overseas, there is no test call. Function, I won’t go into details here.
Let’s summarize the above experience of using Amazon Connect. By directly opening Amazon Connect, and directly according to the functional process of the smart customer service center that you want, you can also set the core content related to the smart customer service center, which can be seen in the test experience. The corresponding verification effect is very good. Whether it is intelligent conversation or making phone calls, it is very simple and easy to operate. If it is in actual application, I personally feel that it fully meets the company's needs for the smart customer service center scenario. The most important thing is that there are few steps and it is easy to operate. It not only facilitates development and operation, but also brings benefits to users. A more comfortable experience, so I think this Amazon Connect of Amazon Cloud Technology is really a boon for the enterprise intelligent customer service center business.
Experience gains
After the above experience of using Amazon Connect, as a developer and user, I personally feel that Amazon Connect has many service functions. And through specific settings and experience, I found that the functions of Amazon Connect service are not only many, but also very powerful. It is very intelligent, and in some places it can be compared to artificial effects. It is a very good customer service tool for service-oriented companies, making it convenient for companies to provide corresponding services to customers. Through these experiences, I feel that this Amazon Connect service can already meet the customer service business of 85% to 90% of service-oriented enterprises, including the customer service content of individual developers who want to develop service-oriented applications. It is also very suitable.
But every service and function has advantages and disadvantages. I think the usage documentation of Amazon Connect needs to be further optimized, because as a domestic user, the English and Chinese processing in the document do not fully correspond. The combination of Chinese and English needs to be further improved by the Amazon Cloud Technology official, so It is even more perfect and convenient for domestic developers to use.
at last
After the above experience and introduction, readers must be familiar with Amazon Connect service of Amazon Cloud Technology, and some readers should want to experience Amazon Connect service immediately. After combined with artificial intelligence, this service is very popular, convenient and easy to use. I personally think it can replace manual services. Then again, regarding the Amazon Connect service, I just made a simple use experience. Its functions are far more than what is mentioned in the article. There are many functions that need to be experienced and tried, so if you want to use the Amazon Connect service in depth, It is recommended that readers go to the Amazon Connect service introduction on the official website of Amazon Cloud Technology to learn more.
references
1. Amazon Connect: https://aws.amazon.com/cn/connect/