Posted On: Jun 30, 2022
HAQM Connect now allows you to further personalize, the automated self-service customer experience using HAQM Lex intent confidence scores as a branch within your flows. HAQM Lex allows customers to create intelligent chatbots that turn their HAQM 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.
This new feature is available in all AWS regions where HAQM Connect is available. To learn more about Lex, please visit the HAQM Lex website. To learn more about HAQM Connect, the AWS contact center as a service solution on the cloud, please visit the HAQM Connect website.