AWS Contact Center

Category: Amazon Lex

Testing accuracy and regression with Amazon Connect and Amazon Lex

Contacting customer service can often be a challenging experience. Sometimes, the conversation engagement does not meet the caller’s expectations. They may encounter experiences such as waiting on hold, repeating information from one agent to the next, and spending too much time getting answers to questions. These can all lead to a lengthy and often frustrating […]

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Adopting Amazon Connect in Your Enterprise Contact Center

This blog post describes best practices for adopting and implementing Amazon Connect, a cloud-based contact center built on AWS, into your enterprise. These best practices have been compiled from previous customer migrations to Amazon Connect. Because most contact centers are technologically and organizationally complex, this post focuses on the best way to get started, plan […]

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Building an Automated AI Experience with Amazon Connect and Salesforce Service Cloud

Last year we announced the first release of the Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce. We have seen a number of Enterprise customers leveraging this integration to build innovative customer experiences. Based on customer feedback, we have released version 2 of the CTI Adapter with the following additional functionality: Improved Salesforce screen […]

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Amazon Connect with Amazon Lex Press or Say Input

You’re sitting in a public place and need to contact customer support over the phone. Perhaps you’re traveling and need to confirm or change a reservation or get an account balance. Maybe you need to reset an account password because you always access the account from your tablet instead of your phone. We’ve all been […]

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