from tutorials dojo
Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, web chat, and mobile chat.
Amazon Lex is a service for building conversational interfaces into any application using voice and text. Amazon Lex provides the advanced deep learning functionalities of automatic speech recognition (ASR) for converting speech to text, and natural language understanding (NLU) to recognize the intent of the text, to enable you to build applications with highly engaging user experiences and lifelike conversational interactions. With Amazon Lex, the same deep learning technologies that power Amazon Alexa are now available to any developer, enabling you to quickly and easily build sophisticated, natural language, conversational bots (“chatbots”).
Contact flows define the experience your customers have when they interact with your contact center. These are similar in concept to Interactive Voice Response (IVR). Contact flows are comprised of blocks, with each block defining a step or interaction in your contact center. For example, there are blocks to play a prompt, get input from a customer, branch based on customer input, or invoke an AWS Lambda function or an Amazon Lex bot.
By using an Amazon Lex chatbot in your Amazon Connect call center, callers can perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment, without needing to speak to an agent. These chatbots use automatic speech recognition and natural language understanding to recognize the intent of the caller. They are able to recognize human speech at an optimal (8 kHz) telephony audio sampling rate, and understand the caller’s intent without requiring the caller to speak in specific phrases. Amazon Lex uses AWS Lambda functions to query your business applications, provide information back to callers, and make updates as requested. Amazon Lex chatbots also maintain context and manage the dialogue, dynamically adjusting responses based on the conversation.