Amazon Connect Agent Workflows

Amazon Connect Agent Workflows are structured processes that define how customer service agents handle interactions, such as calls or chats. They outline specific steps, prompts, and decision points an agent follows to ensure consistent and efficient customer support. Think of it as a guided recipe that helps agents respond appropriately, gather necessary information, and resolve customer issues effectively. These workflows streamline operations, improve the customer experience, and allow organizations to tailor interactions to their service standards without needing extensive technical changes.