Amazon Connect: Automate Dynamics 365 Case Checks

Amazon Connect integration with Amazon Lex extends the classic contact center experience using conversational bots.

As a result, a self-service experience can be implemented to automate repetitive tasks, such as checking what’s the status of a service case or filling in collateral information.

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In this video, we show how to leverage Amazon Connect to check a Dynamics 365 Case status without ever logging in to the CRM.  Simply make a phone call and that’s it!

Resources:

• Amazon Lex Chatbots
• Authenticate to Microsoft Dynamics 365 with the Web API
• Dynamics 365 Incident EntityType
• Blog post detailing how to create a Dynamics CRM Case based on Amazon Connect self-service interaction

If you’re interested to see more, schedule a demo or contact us here.