AWS Contact Center

Tag: Chatbot

Amazon Connect adds new capabilities to improve contact center productivity and customer experiences

Amazon Connect Cases now in preview, Amazon Connect outbound campaigns & Amazon Lex Automated Chatbot Designer in general availability Amazon Connect Cases (Available in preview) Amazon Connect Cases is a new case management feature built into Amazon Connect that makes it easy for contact center agents to track, collaborate on, and resolve customer cases quickly. […]

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Analyze Amazon Connect Chatbot performance using Contact Trace Record, Amazon Lex logs, Amazon Athena and Amazon QuickSight – Part 4

Note: This is the fourth blog in the Amazon Connect reporting blog series. If you haven’t read “Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Many organizations want the ability to generate chatbot performance reports for their digital customer experience offering. […]

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Easily set up interactive messages for your Amazon Connect chatbot

As businesses increasingly use digital channels for customer service, they are more regularly turning to chatbots to deliver fast, positive customer experiences while reducing costs. Whether the customer has a question about a product feature, billing issue, or product return, an interactive chatbot helps them avoid wait times and get clear answers quickly. However, many […]

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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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