Posted On: May 10, 2018
Customers that call in to your HAQM Connect contact center can now provide input using their touch-tone keypad for contact flows using an HAQM Lex chatbot. Previously, customers could interact with HAQM Lex chatbots in HAQM Connect contact centers through voice input. Keypad input provides greater flexibility for your customers to now choose how they want to interact with your contact center, in a format that is most comfortable for their environment. For example, keypad input is often preferred when calling from a location with an abundance of ambient noise, or to ensure privacy when in a public space.
Keypad input will work with your existing HAQM Lex chatbots that you've already created for your contact center. HAQM Lex interprets the spoken utterance or dual-tone-multi-frequency signaling (DTMF) digits entered on a keypad, and uses them to understand the caller’s intent.
You can use HAQM Lex chatbots with HAQM Connect in the US-East (Northern Virginia) AWS region. To learn more about using HAQM Lex chatbots with HAQM Connect, visit the HAQM Lex Chatbot web page. There are no additional HAQM Connect charges to use HAQM Lex chatbots in your contact flows, but you will be billed for HAQM Lex usage. You can find out more about HAQM Connect, a self-service, cloud contact center, by visiting the HAQM Connect website.