Category: Amazon Connect

Global Resiliency is a new Amazon Lex capability that enables near real-time replication of your Amazon Lex V2 bots in a second AWS Region. When you activate this feature, all resources, versions, and aliases associated after activation will be synchronized across the chosen Regions. With Global Resiliency, the replicated bot resources and aliases in the […]

In this post, we demonstrate how to deploy a contextual AI assistant. We build a solution which provides users with a familiar and convenient interface using Amazon Bedrock Knowledge Bases, Amazon Lex, and Amazon Connect, with WhatsApp as the channel.

Effective self-service options are becoming increasingly critical for contact centers, but implementing them well presents unique challenges. Amazon Lex provides your Amazon Connect contact center with chatbot functionalities such as automatic speech recognition (ASR) and natural language understanding (NLU) capabilities through voice and text channels. The bot takes natural language speech or text input, recognizes […]

This post was co-written with Tony Momenpour and Drew Clark from KYTC. Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. When there are more calls than agents can answer, callers get placed on hold […]

Banking and financial institutions review thousands of credit applications per week. The credit approval process requires financial organizations to invest time and resources in reviewing documents like W2s, bank statements, and utility bills. The overall experience can be costly for the organization. At the same time, organizations have to consider borrowers, who are waiting for […]

Amazon Lex can add powerful automation to contact center solutions, so you can enable self-service via interactive voice response (IVR) interactions or route calls to the appropriate agent based on caller input. These capabilities can increase customer satisfaction by streamlining the user experience, and improve containment rates in the contact center. In both the self-service […]

January 2024 (v0.7.5) – This latest release includes support for larger prompts by storing them in DynamoDB instead of SSM Parameter Store. December 2023 (v0.7.4) – This release includes the ability to upload call recordings directly from the UI, and a status indicator field showing call recordings that are being processed. This release also includes […]

The recent pandemic and the impossibility of meeting customers in person has made two-way contact centers an effective tool for sales representatives. Amazon Connect is the ideal service to manage these contacts, and its adoption gives you the opportunity to gather new business insights. Thanks to Amazon Connect, you can program outbound calls to reach […]

Several recent surveys show that more than 80% of consumers prefer spending with a credit card over cash. Thanks to advances in AI and machine learning (ML), credit card fraud can be detected quickly, which makes credit cards one of the safest and easiest payment methods to use. The challenge with cards, however, is that […]

The last year has made delivering high-quality customer contact center support extremely challenging. Consumers have increasingly abandoned brick-and-mortar retail shopping and traditional banking in favor of digitally enabled experiences, which brings unprecedented call volumes to contact centers. In many cases, call center staff are also working remotely, which makes it even more difficult to meet […]