Posted On: Jun 30, 2022

Amazon Connect now allows you to further personalize the automated, self-service customer experience by leveraging Amazon Lex customer sentiment analysis as a branch within your flows. Amazon Lex allows customers to create intelligent chatbots that turn their Amazon Connect flows into natural conversations. With this launch, you can now build flows based on whether the customer expresses positive or negative utterances to your Lex bot. For example, you may want customers who express positive sentiment to be presented with additional upsell opportunities or you may want customers who express negative sentiment to be put directly in queue to speak with an agent. The new functionality can be setup using the “Get Customer Input” or the “Check contact attributes” flow blocks. In addition, all Lex related attributes (e.g., Intent, Slots, Sentiment) within flow blocks are now consolidated under one “type” within attribute selection to help simplify building your Lex experience within flows.

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.