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Amazon Connect now supports personalization of the customer experience using Lex sentiment analysis in flows


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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.

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