Posted On: Nov 19, 2021
Customer support conversations often require the caller to provide inputs such as first name and account ID so the agent can verify the information before handling customer requests. Starting today, you can configure your Amazon Lex bots to capture the spelling (e.g., “Z A C”) or the phonetic description (e.g., Z as in Zebra, A as in Apple, C as in Cat) for the first name, last name, email address, alphanumeric and UK postal code built-in slot types. Callers can use the spelling support to provide names with difficult or alternative spellings (e.g., “Chris” vs. “Kris”). They can disambiguate confusable letters such as “N” vs. “M” by using phonetic descriptions (e.g., to spell the name, Min: “M as in Mary, I as in Idea, N as in Nancy”). The spelling capability expands on the built-in slot types so you can simplify the dialog management and improve the end-user experience.