Posted On: Jun 30, 2017

Amazon Connect now allows you to use Amazon Lex chatbots with your contact flows. With Amazon Lex chatbots, you can add self-service, natural language voice conversations to your contact center customer interactions.

Amazon Connect is a simple to use, cloud-based contact center service that makes it easy for any business to deliver engaging customer service interactions. By leveraging Amazon Lex, the same technology that powers Amazon Alexa, you can create natural conversational interfaces, or “chatbots”, in your contact flows that can understand voice requests, ask follow-up questions, and provide answers. Amazon Lex maintains context and manages the dialogue, dynamically adjusting the responses based on the conversation, so your contact center can automatically perform tasks for callers, like changing a password, requesting a balance on an account, or scheduling an appointment. Additionally, Amazon Lex chatbots support an optimal (8 kHz) telephony audio sampling rate, to provide increased speech recognition accuracy and fidelity for your contact center interactions.

Using Amazon Lex with your Amazon Connect contact center allows you to address many customer inquiries through self-service interactions, without the need to engage an agent.

You can use Amazon Lex chatbots with Amazon Connect in the US East (N. Virginia) AWS Region starting today. See the Amazon Connect website for more information, or visit the Amazon Lex website to learn more about chatbots.