With Amazon Connect, you can quickly and easily create a cloud-based contact center, creating dynamic contact flows that provide personalized experiences for your callers. Using Amazon Lex, a service that allows you to create intelligent conversational “chatbots”, you can turn your contact flows into natural conversations. Callers can perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment, without needing to speak to an agent.

An Amazon Lex chatbot attached to your Amazon Connect contact flow can recognize human speech to determine the intent of your caller, using the same technology that powers Amazon Alexa. These chatbots can also interpret dual-tone multi-frequency (DTMF) digits entered on a keypad by callers to determine intent in the same way it does when a caller speaks an utterance. You can also use an AWS Lambda function with an Amazon Lex chatbot to query your business applications, provide information back to callers, and process callers’ requests. Amazon Lex chatbots also maintain context during customer interactions to and manage the dialogue, and dynamically adjust responses based on customer input.

Using Amazon Lex with Amazon Connect

These chatbots use automatic speech recognition (ASR) to convert speech to text, and natural language understanding (NLU) to recognize the intent of the caller. They are able to recognize human speech at an optimal (8 kHz) telephony audio sampling rate, and understand the caller’s intent without requiring the caller to speak in specific phrases. Amazon Connect supports the use of SSML tags when using an Amazon Lex chatbot as part of your contact center experience to control aspects of speech, such as pronunciation, volume, and speech rate.

Customer Contact Center

Self-service graphical interfaces make it easy to design and implement Amazon Lex chatbots, and don’t require specialized skills. You can quickly build an Amazon Lex chatbot through the Amazon Lex console in just a few clicks. You can incorporate your chatbot into your Amazon Connect contact flows from the contact flow editor. Context and dialogues are shared across Amazon Connect and Amazon Lex, making the caller experience seamless.

Natural Sounding Voices

High fidelity self-service caller interactions

Amazon Connect allows you use Amazon Lex natural conversational chatbots, so that customers can have their most common concerns addressed without the need to speak to an agent. Amazon Lex uses advanced deep learning functionality to convert speech to text, and has been trained on telephony audio (8 kHz) to improve speech recognition accuracy. Amazon Lex can also understand caller intent, which improve the success rate of self-service interactions.

Fast Response

Reduce customer call time                         

By deploying Amazon Lex chatbots to serve your customers, they don’t have to wait on hold for an available agent to get help with their problem. If a call does escalate to an agent, the context of the discussion is passed along, which helps reduce the time to resolution.

Easy to Use

Easy, self-service setup and configuration

You don’t need specialized skills to get started incorporating Amazon Lex chatbots into your Amazon Connect contact center. Intuitive graphical interfaces make it easy to create highly engaging user experiences and lifelike conversational interactions without writing code.

It is easy to get started with Amazon Connect. Log into the AWS Management Console and set up an Amazon Connect contact center in just a few clicks.

Get Started With Amazon Connect