Amazon Connect Cases Supports Customer Identity Resolution
🔁 Amazon Connect Cases now automatically reassociates cases when duplicate customer profiles are merged by Amazon Connect Customer Profiles Identity Resolution, ensuring agents see a consolidated interaction history. When customers have multiple profiles from different channels or with different contact details, Identity Resolution detects and merges those duplicates and Cases brings all associated cases together under the unified profile. This reduces manual searching and the risk of incomplete context. The capability is available in multiple AWS regions.
