In previous blogs we discuss the concept of profiling the customer based on what we know about them. So in this blog we explore how can we use this concept to protect vulnerable customers with Amazon Connect.
Who Are Vulnerable Customers
A vulnerable customer is someone who is in need of special care, support, or protection because of age, disability, or risk of abuse or neglect. Further examples of a vulnerable customer maybe an individual would suffers mental health.
How To Identify Vulnerable Customers
Why Is Supporting Vulnerable Customers Important?
How Can Amazon Connect Protect Vulnerable Customers?
Amazon Connect has its own speech analytics platform called Amazon Connect Contact Lens. Add conditions to alert the supervisor should any specific trigger phrases be mentioned.
In your CRM system add a ‘Vulnerable Customer’ field in the customer data set and allow for the advisor to update the value during a customer engagement.
Protect Vulnerable Customers With Amazon Connect And Special Routing
Design your contact flows to handle a customer in a specific way if the ‘vulnerable customer’ value in CRM value is true. On the other hand, business logic could look at age and make different decisions.
Finally, design your inbound system to be sympathetic to a vulnerable caller. To clarify, enable ID&V, once the caller has been verified, check for special conditions like age or disability and route the call to a dedicated team of agents who are trained.