Integrating a bot into Amazon Connect
You are probably familiar with the use of chatbots on websites or applications and you undoubtedly know that they make any query much more agile. Well, in addition to integrating into these tools, we can also improve customer service through voice using a muzzle in the contact center. This is another advantage of AmazonConnect, which allows us to create them for Personalize each customer's experience.
Do you want to know which services you can integrate with Amazon Connect? Don't miss this post.
Rapid incident resolution and agent task optimization with the Amazon Lex bot
Sometimes clients need a Quick response to simple incidents, such as changing a password, checking account data or finding out the status of a procedure, which does not always require a call with an agent. Optimize the consultation process, a bot is an ideal option for both users and agents.
How does a bot work in Amazon Connect? Using AI technologies such as automatic voice recognition and natural language understanding in order to recognize the caller's intention. This is possible thanks to the service of Amazon Lex, which integrates with Amazon Connect allowing you to identify key information in your query without having to ask specific questions.
Additionally, Amazon Lex manages the dialogue between bot and user, maintaining context and dynamism during the conversation to make self-service more enjoyable.
More than a bot
At Apser we have implemented this functionality in companies and institutions from various sectors and these are the benefits observed once the Amazon Lex bot was launched:
1. Reduced call times
Depending on the type of query, now Users will not have to wait for the next available agent but the bot will help them solve the problem on the spot.
2. High-precision interactions
Amazon Lex optimizes the conversation between bot and user using ML and AI, understanding the requested information. On the other hand, Lex It is trained on telephony audio (8 kHz) to improve voice recognition accuracy.
3. Integration with third-party or customer-developed applications
The Bots can be customized depending on the client's own applications or software.For example, an appointment or account creation system can integrate a bot that works with a specific database or schedules an appointment within the system.
4. Intuitive start-up
A bot in Amazon Connect is easy to set up and can be improved as new functionalities are requiredTo get started with a bot, it is not essential to develop code since it offers an intuitive graphical panel for a first deployment.
Get started now with Amazon Connect, contact our experts who will guide you through its implementation. And if you want more information, at apser we have prepared a On-demand webinar dedicated to this and other AI-based features of Amazon Connect.
