Posted On: Jun 30, 2022
HAQM Connect now allows you to further personalize the automated, self-service customer experience by leveraging HAQM Lex customer sentiment analysis as a branch within your flows. HAQM Lex allows customers to create intelligent chatbots that turn their HAQM 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.
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.