Amazon Connect Cases provides built-in case management capabilities that make it easy for your contact center agents to create, collaborate on, and quickly resolve customer issues that require multiple customer conversations and follow-up tasks, all without having to build custom applications or integrate with third-party products. Cases provides your agents with a unified timeline view of all activities and customer information associated with a case, including individual tasks that can be assigned and tracked across multiple agents. Additionally, case information can be used to answer customer questions in self-service IVR and chatbot interactions.