AWS Machine Learning Blog

Category: Amazon Connect

The following is the architecture diagram for integrating online ML inference in a telemedicine contact flow via Amazon Connect.

Applying voice classification in an Amazon Connect telemedicine contact flow

Given the rising demand for fast and effective COVID-19 detection, customers are exploring the usage of respiratory sound data, like coughing, breathing, and counting, to automatically diagnose COVID-19 based on machine learning (ML) models. University of Cambridge researchers built a COVID-19 sound application and demonstrated that a simple binary ML classifier can classify healthy and […]

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Try asking OSU-OKC bot, OKC Pete, some questions of your own via the university website.

Building an omnichannel Q&A chatbot with Amazon Connect, Amazon Lex, Amazon Kendra, and the open-source QnABot project

For many students, embarking on a higher education journey is an exciting time filled with new experiences. However, like anything new, it also can also bring plenty of questions to answer and obstacles to overcome. Oklahoma State University, Oklahoma City (OSU-OKC) recognized this, and was intent on providing a better solution to address student questions […]

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The following diagram shows the serverless architecture that you build.

Setting up an IVR to collect customer feedback via phone using Amazon Connect and AWS AI Services

As many companies place their focus on customer centricity, customer feedback becomes a top priority. However, as new laws are formed, for instance GDPR in Europe, collecting feedback from customers can become increasingly difficult. One means of collecting this feedback is via phone. When a customer calls an agency or call center, feedback may be […]

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Real-time anomaly detection for Amazon Connect call quality using Amazon ES

If your contact center is serving calls over the internet, network metrics like packet loss, jitter, and round-trip time are key to understanding call quality. In the post Easily monitor call quality with Amazon Connect, we introduced a solution that captures real-time metrics from the Amazon Connect softphone, stores them in Amazon Elasticsearch Service (Amazon […]

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How Xpertal is creating the Contact Center of the future with Amazon Lex

This is a joint blog post with AWS Solutions Architects, Jorge Alfaro Hidalgo and Mauricio Zajbert, and Chester Perez, the Contact Center Manager at Xpertal. Fomento Económico Mexicano, S.A.B. de C.V. (FEMSA) is a Mexican multinational beverage and retail company headquartered in Monterrey, Mexico. Fomento Económico Mexicano, S.A.B. de C.V., or FEMSA, is a Mexican […]

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Intelligently connect to customers using machine learning in the COVID-19 pandemic

The pandemic has changed how people interact, how we receive information, and how we get help. It has shifted much of what used to happen in-person to online. Many of our customers are using machine learning (ML) technology to facilitate that transition, from new remote cloud contact centers, to chatbots, to more personalized engagements online. […]

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Expanding Amazon Lex conversational experiences with US Spanish and British English

Amazon Lex provides the power of automatic speech recognition (ASR) for converting speech to text, along with natural language understanding (NLU) for recognizing user intents. This combination allows you to develop sophisticated conversational interfaces using both voice and text for chatbots, IVR bots, and voicebots. This week, we’re announcing Amazon Lex support for British English […]

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Creating a sophisticated conversational experience using Amazon Lex in Australian English

Amazon Lex is a service for building conversational interfaces into any application using voice and text. To build truly engaging conversational experiences, you need high quality speech recognition and natural language understanding that understands the intent of the customer accurately. We are excited to announce that Amazon Lex now supports Australian English. With Australian English, […]

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Create a multi-region Amazon Lex bot with Amazon Connect for high availability

AWS customers rely on Amazon Lex bots to power their Amazon Connect self service conversational experiences on telephone and other channels. With Amazon Lex, callers (or customers, in Amazon Connect terminology) can get their questions conveniently answered regardless of agent availability. What architecture patterns can you use to make a bot resilient to service availability issues? In this […]

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Building a scalable outbound call engine using Amazon Connect and Amazon Lex

­ This is a guest post by AWS Machine Learning Hero Cyrus Wong. Staying connected with family, friends, and colleagues is easy for most people who live with or close to others. For educators who need to communicate lessons and schedules with their students, or businesses who communicate with new and existing customers, staying connected […]

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