What is a Prompt in Amazon Connect (AC)?

A prompt in Amazon Connect refers specifically to an audio file that is played during call flows. It is used to guide callers through various options, provide information, or present messages during automated interactions. Prompts can include greetings, instructions, or any information that helps facilitate the communication between the caller and the system or agent.

In the context of call flows, prompts play a vital role in shaping the customer experience by ensuring that callers receive relevant information in a clear and understandable manner, allowing them to navigate the system effectively. This makes prompts essential elements in designing efficient contact center workflows and improving customer interactions in Amazon Connect.

Other options describe aspects of contact center operations but do not pertain specifically to the functionality of prompts within call flows. For instance, while customer feedback forms are related to collecting responses after interactions, they do not serve the immediate audio-guidance purpose that prompts do. Similarly, reports summarizing call metrics and records of agent performance are valuable for analyzing performance and auditing calls, but they do not involve the auditory elements that prompts utilize to interact with callers.