AWS Contact Center

Tag: Amazon Lex

Easily create and visualize post chat surveys with Amazon Connect and Amazon Lex

Contact centers face a challenge of having to constantly improve on the contact center experience based on customer feedback. In order to so, it is important that contact centers collect reliable and measurable data. Contact centers can implement post chat customer satisfaction surveys that allow for actionable feedback on user experience and agent performance. Customer […]

Build a drug reminder service with AWS IoT, Amazon Lex, and Amazon Connect

Taking medications as prescribed is essential for any illness treatment. However, it can become confusing when there are multiple pills to be taken at different times of the day. This becomes more problematic for patients with mild cognitive impairment, Alzheimer’s or other kinds of dementia. Some medications are prescribed three times a day, while others […]

How COVID-19 has changed the way customer service leaders think about contact centers

Global emergencies dramatically shift daily routines, forcing companies to react quickly to change the way they support employees and customers. COVID-19 has changed the way we work, including the contact center space. Despite the benefits of cloud contact centers, many organizations don’t have the solutions to support virtual contact centers. This leaves companies maintaining buildings […]

Updating your addresses with Amazon Connect and Amazon Lex

When someone moves, they spend time notifying their service account providers (electric, water, insurance, etc.) to update their address information. This post explains how to create an Amazon Lex bot in an Amazon Connect contact flow to automate the address update process. After you create the bot, you use AWS Lambda to confirm the new […]

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 […]

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 […]