![]() Add the bot to your Amazon Connect instance – Add the bot to your instance so you can use it in a contact flow.Publish the bot and create an alias – Publish the bot to make it available to interact with.Build and test the bot – Make sure that the bot works as intended.Configure the bot error handling – Configure how the bot handles errors, such as when the caller’s utterance is not understood.Configure the intent – Choose the collection of utterances and slots that match the customer’s intent based on their input, and then determines what happens next.Add slots – The slots define the data that a customer must provide to fulfill the intent.Create intents – An intent is an action that a customer wants to perform, such as getting their account balance.Configure the bot – Update the settings for the bot to define how it behaves.Create an Amazon Lex bot – Provide a name and select other settings for your bot.This solution includes the following tasks: You can even try out my version in real time. In this post, I explain how to create an Amazon Lex bot for use in an Amazon Connect contact flow. It also makes it easier for anyone that has difficulty speaking, whether that’s due to a cold or an earlier dentist appointment.Ĭustomers can now choose how they want to enter sensitive information, such personal details or account numbers, on their keypads, while still using the natural language understanding engine behind Amazon Lex to converse with an Amazon Lex bot through Amazon Connect. This provides for greater flexibility for customers to interact with your contact center. It matches the intent based on that input in the same way it matches the intent when you speak an utterance. Amazon Lex interprets dual-tone multi-frequency signaling (DTMF) digits entered on a keypad. You don’t have to say anything at all.Īmazon Connect with Amazon Lex bots can now capture customer input as digits that customers enter on their numeric keypad when used in an Amazon Connect contact flow. Now imagine that, much to your delight, customer support let’s you enter all of your input and personal information using your touch-tone keypad. Everyone around you could hear you, especially if you are trying to speak above the ambient noise. But when you’re in a public place and want to enter sensitive personal information, speaking out the details may not be safe. Maybe you need to reset an account password because you always access the account from your tablet instead of your phone. Perhaps you’re traveling and need to confirm or change a reservation or get an account balance. You’re sitting in a public place and need to contact customer support over the phone.
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