Amazon Technologies, Inc.

Saket Agarwal

Pasquale DeMaio

Jon R Jay

Joseph Daniel Sullivan

Nihal Chand Jain

Jaswinder Singh Randhawa

A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.

Configurable natural language contact flow

Disclosed are various embodiments that relate to creation of a session corresponding to a support request initiated by a customer. Browsing activity, content pages and session notes of a customer service agent are tracked and stored, and a browse history user interface element expressing a browse history associated with the session is generated in a customer service agent user interface. If the session is transferred to another customer service agent, another customer service agent user interface can be generated that also includes the browse history user interface element.

Session transfer in a customer service environment

A workflow engine manager receives a request to interact with a contact workflow, wherein the contact workflow comprises a starting instruction block to be invoked to start execution of a contact workflow for a contact, wherein the contact is associated with a contact identifier, and wherein the contact workflow comprises a plurality of instruction blocks. The workflow engine manager determines, using at least one instruction block invoked during a previous interaction with the contact workflow or a different contact workflow for the contact, the starting instruction block of the plurality of instruction blocks to be invoked in the contact workflow for the contact. The workflow engine manager sends a notification to a contact workflow engine to cause the contact workflow engine to start execution of the contact workflow for the contact at the starting instruction block.

Intelligent context aware contact workflow engine manager

A contact received by a service center from a customer may be assigned to one of a plurality of agents or representatives based on any prior experience with the customer or with the contact, any preferences of the customer or any skills required in order to address the contact. Preferably, an agent who previously handled an issue on behalf of the customer may be identified, and the contact may be assigned to that agent. Alternatively, the contact may be assigned to an agent preferred by the customer, or to a particularly skilled agent. If no preferred agents or particularly skilled agents are available to respond to the contact, the contact may be assigned at random to one or more particular agents. The contact may be initiated by way of a reply to a message containing a response to a previous contact, and the message may include metadata that associates the reply with the previous contact.

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Redmond, WA, United States of America

Saket Agarwal