Learn to Integrate Kustomer Data into Amazon Connect IVR Contact Flows

BY:

Nov 11, 2020

Now you can benefit from Amazon Connect without leaving the robust Kustomer platform behind

Moving forward with the Amazon Connect integration for Kustomer is one of the best one-click decisions you’ll make for your organization. The next-level integration lets you build dynamic, omnichannel support experiences that happen entirely within the Kustomer platform and its streamlined single-screen view. 

If your contact center is concerned with building experiences, then there’s no better pair of tools than the Kustomer API integration with Amazon Connect. With the integration, you can:

  • Provide personalized experiences based on IVR trees
  • Streamline the call experience for agents with a single-screen view
  • Ensure accurate multichannel routing for hands-off workload management 
  • Build personalized voice experiences based on each customer’s conversation history

And that’s only a glimpse into the benefits of combining the Kustomer CTI with Amazon Connect. Smart routing and live syncing ensure that management can monitor live call times, queues, workforce performance and cost, and more. 

The integration takes minutes to install and no technical know-how. A managed service provider can make sure the process goes smoothly if you don’t have the in-house resources to do it yourself.

Use cases for the Kustomer and Amazon Connect integration

Adding the Amazon Connect integration to Kustomer lets you use Lambda functions to dynamically insert data into contact flows. For the three Lambda functions that you begin with, you can set up automation to: 

  • Look up customer attributes for rerouting: For example, send Platinum rewards members to a shorter queue, using the KustomerGetCustomer function.
  • Tell a customer the status of their most recent custom object: Give customers transparency into whether their recent orders have shipped using the KustomerGetObject function. 
  • Attach conversations to existing omnichannel cases: This simplifies referencing prior conversations, using the KustomerGetConversation function.  

Lambda functions streamline the contact center experience for everyone involved directly or indirectly in conversations, including the customer, the agent, and the contact center supervisor.  

Managing dozens of in-progress conversations is easier when there’s a single dashboard detailing everything that’s happening in real-time. For agents and customers, conversations are smoother when they’re augmented with custom data to create a personalized experience for the customer (and an informed experience for the agent).  

How to install Kustomer Lambda functions using CloudFormation 

To get started, you’ll first want to make sure of all the following:

  • You are logged into the Amazon Web Services console as an Amazon Connect admin, 
  • You have permission to install CloudFormation templates, and
  • You have already set up Amazon Connect and Kustomer separately 

From there, proceed as follows:

1. Create a new CloudFormation stack. Enter the stack name and Kustomer API key and acknowledge that AWS CloudFormation may create Identity and Access Management resources if applicable (it will appear as a tick box).

2. Navigate to “Settings” in Kustomer and create a new API key. Name the key “Amazon Connect Lambda API Key” and under “Rules,” enter “org.user.read” with no expiration time.

3. Copy the API key and return to the “Create Stack” page on AWS. Enter the key under the value “API Key” and click “Create.”

4. Check Amazon Web Services to confirm that creating the stack has created three new Lambda functions. (Those functions have the ability to find a customer’s last convo by customer ID; find a customer’s last custom object by customer ID and Klass Name; and find a customer record by phone number.)

You can confirm that the process worked by checking this link for the newly-created Lambda functions. If they appear (there should be three of them), then you can continue on to accessing Kustomer data using those new functions. 

How to access Lambda functions in Amazon Connect contact flows

Like previously, start this process by logging in to Amazon Web Services and accessing your Amazon Connect account. While actually creating and installing the Lambdas is fairly straightforward, you should have a basic knowledge of Amazon Connect to accurately follow these steps: 

1. Navigate to “Contact Flows” within Amazon Connect and either create a new contact flow or select an existing one to modify.

2. Navigate to the “Contact Flow Designer” and drag “Invoke AWS Lambda function” (found on the left under “Integrate”) to the workspace on the right.

3. Open the Lambda function for “KustomerGetCustomer” and copy its ARN value (located on the top right of the page).

4. Return to the Amazon Connect contact flow and paste the ARN input into the “Function ARN” field on the pop-up from step 2.

5. Create a new “Check contact attribute” step and verify that Lambda is returning an “id” value by setting the Type to “External,” the Attribute to “id,” and the Conditions to Check to “equals.”

6. Check if the value returned at the bottom is “No Match” or “Unknown.” For “Unknown,” contact Amazon Web Services for error handling. For “No Match,” store the customer’s ID by creating a “Set Contact Attribute Step” with the parameters “Use attribute,” the destination key “customerID,” the attribute “id” and the type “External.”

That’s it for the “KustomerGetCustomer” function, which returns the customer’s profile. For the other two functions (KustomerGetObject and KustomerGetConversation), you can pass along the same function input parameters. 

For KustomerGetConversation, you only need the Contact Attribute that you set in step 5 of the process.  And for KustomerGetObject, you’ll need to specify the Kobject Klass attribute. Otherwise, the process is similar for all three Lambdas. 

CloudHesive can help you create singular experiences by managing your platforms and integrations 

Integrating Kustomer data into your IVR trees can be hands-off with CloudHesive. Our managed services help you leverage Amazon Connect integrations without getting your hands dirty. Call us today to tell us how we can help!

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