Amazon Connect Cases now supports customer profile identity resolution (opens in new tab)

Amazon Connect Cases now automatically reassociates cases when duplicate customer profiles are merged, so agents always see a complete case history for each customer. When the same customer has multiple profiles, such as when they reach out through different channels or provide different contact details, Identity Resolution in Amazon Connect Customer Profiles detects and merges those duplicates, and Cases now brings all associated cases together under the unified profile. Agents no longer hav...