AWS – Amazon Connect now enables you to create and orchestrate tasks directly from Flows

Amazon Connect now allows customers to create and orchestrate tasks directly from contact flows based on customer input (e.g., Dual tone multi frequency (DTMF)) or call, chat, and task information (e.g., type, priority/urgency, category, schedule data/time) without any coding required. For example, when a customer reaches out after office hours, you can automatically create a task for an agent to follow with them when available. Amazon Connect Tasks empowers contact center managers to prioritize, assign, track, and automate customer service tasks across the disparate applications used by agents. You can turn on this in a few clicks by using the Create tasks flow block in your contact flows.

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