{"id":76739,"date":"2025-11-26T15:52:50","date_gmt":"2025-11-26T15:52:50","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=76739"},"modified":"2025-11-26T15:52:50","modified_gmt":"2025-11-26T15:52:50","slug":"aws-offers-ai-tool-for-contextualized-customer-service-automation","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/","title":{"rendered":"AWS Offers AI Tool For Contextualized Customer Service Automation"},"content":{"rendered":"<p><span data-contrast=\"auto\">AWS has <\/span><a href=\"https:\/\/aws.amazon.com\/blogs\/contact-center\/boost-customer-service-with-amazon-connect-ai-enhanced-email-workflows\/\"><span data-contrast=\"none\">released<\/span><\/a><span data-contrast=\"auto\"> an AI-enhanced email workflows feature to automate customer service.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This feature is designed to further the Amazon Connect Email platform, utilizing built-in capabilities that enable agents to deliver quicker response times.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The workflow tool is the latest addition to AWS\u2019s email and contact center capabilities.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Released in November 2024, Amazon Connect Email is an omnichannel support feature that enables customer service agents to respond to and divert customer emails all within the same system as voice and chat, allowing agents to handle customer queries in a single space.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">The AI-enhanced email workflow tool enhances Amazon Connect Email by allowing service agents to expedite email customer service through automation capabilities.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">By utilizing large language models (LLMs), these AI-powered workflows can allow Amazon Connect to\u00a0analyze emails, detect customer intentions, assess potential risks or complexity from the interaction, and evaluate next steps.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">After analyzing the email, the tool will provide a summary of the customer\u2019s profile and any previous activity with the enterprise, the determined query category, and a brief rundown of the email to help tailor the response accurately.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This tool also grades the received email based on how confidently it understands\u00a0the message with Amazon Bedrock API and Claude AI, factoring in clarity, tone, topics, risk assessment, and time sensitivity, while also considering whether the customer is part of any\u00a0premium packages by retrieving the user\u2019s profile.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This profile retrieval will include the customer\u2019s current credit score, service level, and contact history to help the tool further evaluate the email score.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">After this, the tool implements a two-step process, where the LLM produces binary outputs for each negative factor it recognizes, using an embedded mathematical function to ensure the calculations align with the scoring evaluation.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Enterprises can also personalize the scoring framework to fit their needs and determine the number of emails routed to an agent.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Once a score has been determined, the email will receive either a generated response (if the score is 80 or higher) or be routed to an agent\u2019s inbox for a personalized response (if the score is lower than 80), whilst also providing an explanation detailing how the tool determined the score.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">To simplify future interactions, the tool can automatically generate a case detailing the email and information previously gathered, allowing agents to view conversation history from a single place where email handling has occurred with generative AI. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Agents can also personalize AI-generated responses to keep human intelligence in the loop and <\/span><span data-contrast=\"auto\">can add AI-powered workflows to Amazon Connect Email via Amazon Bedrock.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">What This Tool Means For Customer Experience<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">The Amazon Connect AI-enhanced email workflows allow enterprises to bridge the gap between customer demand and agent availability through automating repetitive email tasks and filtering complex queries to agents, providing customers with human responses and agents with enhanced productivity where needed.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">These AI-powered workflows outrun traditional automation systems by understanding context clues behind interactions, including emotion and characteristic human responses by analyzing a customer\u2019s profile.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This avoids agents from partaking in repetitive research tasks and instead solving complex, human-based problems to deliver solutions that an LLM cannot solve, resulting in higher levels of meaningful work for the agent.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This also resolves issues with email backlogs, customer survey responses, and agent exhaustion, driving improvements in customer service.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>AWS has released an AI-enhanced email workflows feature to automate customer service.\u00a0 This feature is designed to further the Amazon Connect Email platform, utilizing built-in capabilities that enable agents to deliver quicker response times.\u00a0 The workflow tool is the latest addition to AWS\u2019s email and contact center capabilities.\u00a0 Released in November 2024, Amazon Connect Email [&hellip;]<\/p>\n","protected":false},"author":11151,"featured_media":76740,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[62073,11850],"class_list":["post-76739","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-automation-in-cx","category-contact-center","tag-artificial-intelligence","tag-automation","tag-generative-ai","tag-omni-channel","tag-workforce-optimization","brands_to_track-aws","editorial_type-news","intent-discovery","target_audience-enterprise-buyer"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Automating Customer Service through Email Workflows - CX Today<\/title>\n<meta name=\"description\" content=\"See how AWS is revolutionising customer service. Automating customer service with AI-powered email workflows enhances agent productivity.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AWS Offers AI Tool For Contextualized Customer Service Automation\" \/>\n<meta property=\"og:description\" content=\"See how AWS is revolutionising customer service. Automating customer service with AI-powered email workflows enhances agent productivity.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-11-26T15:52:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/AWS-Offers-AI-Tool-For-Contextualized-Customer-Service-Automation-image.png\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Francesca Roche\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Francesca Roche\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/\"},\"author\":{\"name\":\"Francesca Roche\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/e8b82820f8a36a1d01070ac1711b1087\"},\"headline\":\"AWS Offers AI Tool For Contextualized Customer Service Automation\",\"datePublished\":\"2025-11-26T15:52:50+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/\"},\"wordCount\":556,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/AWS-Offers-AI-Tool-For-Contextualized-Customer-Service-Automation-image.png\",\"keywords\":[\"Artificial Intelligence\",\"Automation\",\"Generative AI\",\"Omni-channel\",\"Workforce Optimization\"],\"articleSection\":[\"AI &amp; Automation in CX\",\"Contact Center &amp; Omnichannel\u200b\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/\",\"name\":\"Automating Customer Service through Email Workflows - CX Today\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/AWS-Offers-AI-Tool-For-Contextualized-Customer-Service-Automation-image.png\",\"datePublished\":\"2025-11-26T15:52:50+00:00\",\"description\":\"See how AWS is revolutionising customer service. Automating customer service with AI-powered email workflows enhances agent productivity.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/AWS-Offers-AI-Tool-For-Contextualized-Customer-Service-Automation-image.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/AWS-Offers-AI-Tool-For-Contextualized-Customer-Service-Automation-image.png\",\"width\":850,\"height\":425,\"caption\":\"AWS Offers AI Tool For Contextualized Customer Service Automation\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"AI &amp; Automation in CX\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/e8b82820f8a36a1d01070ac1711b1087\",\"name\":\"Francesca Roche\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/cde43ba9e032d067216560eebeb78f4ee636b2b567d1eed2abfac6cee1c8ae42?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/cde43ba9e032d067216560eebeb78f4ee636b2b567d1eed2abfac6cee1c8ae42?s=96&d=mm&r=g\",\"caption\":\"Francesca Roche\"},\"description\":\"Francesca Roche is a Technology Journalist for CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/author\/francesca-rochecxtoday-com\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Automating Customer Service through Email Workflows - CX Today","description":"See how AWS is revolutionising customer service. Automating customer service with AI-powered email workflows enhances agent productivity.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/","og_locale":"en_GB","og_type":"article","og_title":"AWS Offers AI Tool For Contextualized Customer Service Automation","og_description":"See how AWS is revolutionising customer service. Automating customer service with AI-powered email workflows enhances agent productivity.","og_url":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2025-11-26T15:52:50+00:00","og_image":[{"width":850,"height":425,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/AWS-Offers-AI-Tool-For-Contextualized-Customer-Service-Automation-image.png","type":"image\/png"}],"author":"Francesca Roche","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Francesca Roche","Estimated reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/"},"author":{"name":"Francesca Roche","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/e8b82820f8a36a1d01070ac1711b1087"},"headline":"AWS Offers AI Tool For Contextualized Customer Service Automation","datePublished":"2025-11-26T15:52:50+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/"},"wordCount":556,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/AWS-Offers-AI-Tool-For-Contextualized-Customer-Service-Automation-image.png","keywords":["Artificial Intelligence","Automation","Generative AI","Omni-channel","Workforce Optimization"],"articleSection":["AI &amp; Automation in CX","Contact Center &amp; Omnichannel\u200b"],"inLanguage":"en-GB","copyrightYear":"2025","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/","url":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/","name":"Automating Customer Service through Email Workflows - CX Today","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/AWS-Offers-AI-Tool-For-Contextualized-Customer-Service-Automation-image.png","datePublished":"2025-11-26T15:52:50+00:00","description":"See how AWS is revolutionising customer service. Automating customer service with AI-powered email workflows enhances agent productivity.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/AWS-Offers-AI-Tool-For-Contextualized-Customer-Service-Automation-image.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/AWS-Offers-AI-Tool-For-Contextualized-Customer-Service-Automation-image.png","width":850,"height":425,"caption":"AWS Offers AI Tool For Contextualized Customer Service Automation"},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/contact-center\/aws-offers-ai-tool-for-contextualized-customer-service-automation\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"AI &amp; Automation in CX"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/e8b82820f8a36a1d01070ac1711b1087","name":"Francesca Roche","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/cde43ba9e032d067216560eebeb78f4ee636b2b567d1eed2abfac6cee1c8ae42?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/cde43ba9e032d067216560eebeb78f4ee636b2b567d1eed2abfac6cee1c8ae42?s=96&d=mm&r=g","caption":"Francesca Roche"},"description":"Francesca Roche is a Technology Journalist for CX Today","url":"https:\/\/www.cxtoday.com\/author\/francesca-rochecxtoday-com\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/76739","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/11151"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=76739"}],"version-history":[{"count":3,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/76739\/revisions"}],"predecessor-version":[{"id":76748,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/76739\/revisions\/76748"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/76740"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=76739"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=76739"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}