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Set up calculated attributes in Connect Customer Customer Profiles - Amazon Connect Customer

Set up calculated attributes in Connect Customer Customer Profiles

Calculated attributes are values that are derived from other attributes by using formulas. You can use them to identify users' aggregate behaviors.

You can create calculated attributes to define your own business logic to transform your customer profile data into actionable data points. With calculated attributes, you can personalize automated experiences such as interactive voice responses.

By using calculated attributes, you can identify key attributes about your customer's past behaviour. For example:

  • The last website visited or last agent spoken to

  • Patterns of behaviour, such as preferred channel and frequency of contact

  • Customer value, such as new customer and average ticket size

You can use the calculated attributes API to create a new attribute using common aggregation operations such as average, count, minimum, maximum, and sum.

Calculated attributes automatically transform raw data in real-time into actionable data points and metrics. Contact center administrators are able to define and configure calculations based on the raw data available in customer profiles. These calculated attributes make it easier for you to build automated experiences such as Interactive Voice Response (IVR) or chatbots. You can build personalized experiences and help agents understand customer context faster.

For a list of AWS Regions where the calculated attributes APIs are available, see Customer Profiles calculated attributes API availability by Region.

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