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Amazon Connect now allows you to further personalize, the automated self-service customer experience using Amazon Lex intent confidence scores as a branch within your flows. Amazon Lex allows customers to create intelligent chatbots that turn their Amazon Connect flows into natural conversations. By branching flows on Lex confidence scores, you can present the right solutions to your customers to help solve their issues faster. For example, when a confidence score is high you may want to present customers a with a self-service option immediately rather than requesting additional information or transferring them to an agent. This new functionality can be set up using the “Check contact attributes” flow block. View the full article -
Amazon Connect now allows you to further personalize the automated, self-service customer experience by leveraging Amazon Lex customer sentiment analysis as a branch within your flows. Amazon Lex allows customers to create intelligent chatbots that turn their Amazon Connect flows into natural conversations. With this launch, you can now build flows based on whether the customer expresses positive or negative utterances to your Lex bot. For example, you may want customers who express positive sentiment to be presented with additional upsell opportunities or you may want customers who express negative sentiment to be put directly in queue to speak with an agent. The new functionality can be setup using the “Get Customer Input” or the “Check contact attributes” flow blocks. In addition, all Lex related attributes (e.g., Intent, Slots, Sentiment) within flow blocks are now consolidated under one “type” within attribute selection to help simplify building your Lex experience within flows. View the full article
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We are excited to announce general availability of automatic chatbot designer in Amazon Lex, enabling developers to automatically design chatbots from conversation transcripts in hours rather than weeks. Introduced at re:Invent in December 2021, the automated chatbot designer enhances the usability of Amazon Lex by automating conversational design, minimizing developer effort and reducing the time it takes to design a chatbot. View the full article
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Amazon Lex provides automatic speech recognition (ASR) and natural language understanding (NLU) capabilities so you can build applications and interactive voice response (IVR) solutions with engaging user experiences. Starting today, you can programmatically provide phrases as hints during a live interaction to influence the transcription of spoken input. For example, when interacting with a banking IVR, a customer might use a nickname (“Smythe’s checking”) for the destination account . You can execute business logic to identify all the payee nicknames associated with the caller’s account and supply these as hints, improving transcription of names. Better recognition drives efficient conversations and ultimately increases customer satisfaction. View the full article
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You can now configure your Amazon Lex chat bot to improve engagement with customers who speak US Spanish. Amazon Lex allows you to create intelligent conversational chatbots that can be used with Amazon Connect to automate high volume interactions without compromising customer experience. Customers can perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment using natural conversational language. Customers can say things like “I need help with my device” instead of having to listen through and remember a list of options like 1 for sales, or 2 for appointments. View the full article
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Today, we are excited to announce the addition of German and Latin American Spanish language support to Amazon Lex. Amazon Lex is a service for building conversational interfaces into any application using voice and text. Amazon Lex provides deep learning powered automatic speech recognition (ASR) for converting speech to text, and natural language understanding (NLU) to recognize the intent of the text, to enable you to build applications with highly engaging user experiences and lifelike conversational interactions. View the full article
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You can now configure your Amazon Lex chatbot to improve engagement with customers who speak French, Spanish, Italian, or Canadian French. Amazon Lex allows you to create intelligent conversational chatbots that can be used with Amazon Connect to automate high volume interactions without compromising customer experience. Customers can perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment using natural conversational language. Customers can say things like “I need help with my device” instead of having to listen through and remember a list of options like press 1 for sales, or press 2 for appointments. View the full article
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Amazon Lex is a service for building conversational interfaces into any application using voice and text. Today, we are launching support for French, Spanish, Italian and Canadian French. With these new languages, you can build and expand your conversational experiences to better understand and engage your customer base. Amazon Lex can be applied to a diverse set of use cases such as virtual agents, conversational IVR systems, self-service chatbots, or application bots. View the full article
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