AWS Connect enables progressive chat authentication with Cognito
AWS details how to implement progressive authentication for Amazon Connect chat, allowing customers to authenticate only when needed. This approach balances quick access for general queries with security for account-specific interactions. The new capability integrates Amazon Connect Customer, Amazon Cognito, and Amazon Connect Customer Profiles. It is available for Amazon Connect instances in supported regions.
- →Introduce progressive authentication for Amazon Connect chat
- →Integrate with Amazon Cognito for user management and authentication
- →Map authenticated users to Amazon Connect Customer Profiles
- →Guide on setting up and configuring chat authentication
Features (1) ›
- Introduce progressive authentication for Amazon Connect chat
Amazon Connect Customer now supports a progressive authentication flow. This allows customers to authenticate only when necessary during a chat, rather than at the beginning of every interaction. The feature aims to improve customer experience by providing quick access to anonymous support while ensuring security for account-specific requests.
Enhancements (2) ›
- Integrate with Amazon Cognito for user management and authentication
The new chat authentication feature integrates with Amazon Cognito to manage user directories, identity provider federation, and login pages. This integration streamlines the authentication process by leveraging Cognito's capabilities for secure sign-in.
- Map authenticated users to Amazon Connect Customer Profiles
Upon successful authentication, the system automatically maps the customer to their existing profile or creates a new one using Amazon Connect Customer Profiles. This provides agents with relevant customer context and personalizes the interaction.
Maintenance (1) ›
- Guide on setting up and configuring chat authentication
The post provides a detailed walkthrough on how to set up progressive chat authentication. This includes steps like creating an Amazon Cognito user pool, associating it with Amazon Connect Customer, configuring the Authenticate Customer flow block, and setting up output branches for different authentication outcomes.
https://aws.amazon.com/blogs/contact-center/how-to-authenticate-customers-during-chat-with-amazon-connect-customer/
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