Source note · AI predictive and affinity routing in contact centers
Amazon Connect documentation describes a routing step that targets up to 10 preferred agents by user ID, including an agent predicted as best fit by the customer's own custom machine learning model, followed by attribute-based steps.
Checked 2026-10-02
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- routing criteria
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Flow block in Connect Customer: Set routing criteria — Amazon Web Services · tier 2 current vendor documentation · Use routing criteria to target a specific preferred agent, FAQ entries
Cite this note
APA
WarmTransfer. (2026, October 2). AI predictive and affinity routing in contact centers: source note predictive-routing-ai-connect-byo-ml-preferred. WarmTransfer. https://warmtransfer.net/knowledge/claims/predictive-routing-ai-connect-byo-ml-preferred
BibTeX
@misc{warmtransfer-claim-predictive-routing-ai-connect-byo-ml-preferred,
title = {AI predictive and affinity routing in contact centers: source note predictive-routing-ai-connect-byo-ml-preferred},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/predictive-routing-ai-connect-byo-ml-preferred},
note = {Source note predictive-routing-ai-connect-byo-ml-preferred, checked 2026-10-02}
}