Posted On: Jun 30, 2022

Amazon Connect now allows you to further personalize, the automated self-service customer experience using Amazon Lex intent confidence scores as a branch within your flows. Amazon Lex allows customers to create intelligent chatbots that turn their Amazon Connect flows into natural conversations. By branching flows on Lex confidence scores, you can present the right solutions to your customers to help solve their issues faster. For example, when a confidence score is high you may want to present customers a with a self-service option immediately rather than requesting additional information or transferring them to an agent. This new functionality can be set up using the “Check contact attributes” flow block.

This new feature is available in all AWS regions where Amazon Connect is available. To learn more about Lex, please visit the Amazon Lex website. To learn more about Amazon Connect, the AWS contact center as a service solution on the cloud, please visit the Amazon Connect website.