Amazon Technologies, Inc.

Austin M Nevins

Kuangyou Yao

Jonathan Edward Suchland

Prateek Mehrotra

Mohit Kumar Palriwal

Zachary Jake Barbitta

Michael Sadahiro

Justin Lowry

Aprajita Arora

Preetam Dasgupta

Attila Zoltan Kovacs

Yang Song

Meng Wang

Jan Henrik Jonsson

Shadie Hijazi

Davor Golac

Shobhit Gupta

Hongtao Liu

Blake Stephens

Amy Lee

Lanxin Zhang

Ian James Boetius MacClancy

Systems and methods are described for merging customer profiles, such as may be implemented by a computer-implemented contact center service. In some aspects, a subset of profiles may be determined that satisfy merging criteria, where individual profiles include a plurality of data fields. At least one value in a first data field that conflicts between at least two profiles may be identified. Next a merged value may be selected for the first data field based on data deduplication criteria, where the data deduplication criteria includes at least one indicator of accuracy of values of the plurality of data fields. As a result of a determination that at least the subset of profiles of the group of profiles meet the merging criteria, at least the subset of profiles may be combined into a combined profile using the merged value.

Merging duplicate customer data

A workflow manager can be configured to present a graphical interface to an entity and display a current status of a workflow via the graphical interface. Via the graphical interface, the entity can provide one or more indications that indicate an entry condition for the workflow, one or more message communications, and one or more filter conditions. The entity can activate the workflow and cause the workflow manager to identify a user population that satisfies the entry condition and cause the user population to be presented with the one or more message communications and the one or more filter conditions of the workflow. Different user segments of the user population may be assigned to different user paths, where each user segment receives different communications based on their corresponding user paths.

Extensible framework for constructing autonomous workflows

A workflow manager can be configured to present a graphical interface to an entity and display a current status of a user population within an active workflow. The workflow manager can identify and monitor individual user actions associated with user paths of the active workflow. The workflow manager can generate user path and workflow analytics that identify the progress of individual users and summarize the overall progress of the user population within the active workflow. The workflow analytics can be generated from event notifications that are emitted by the communications and filters of the active workflow. The graphical interface can be actively updated, in response to the emission of the event notifications, to present the workflow analytics and user population progress to the entity.

Extensible framework for reporting automated workflow analytics

Growing community of inventors

Seattle, WA, United States of America

Austin M Nevins