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In the post Enhancing customerservice experiences using Conversational AI: Power your contact center with Amazon Lex and Genesys Cloud , we introduced Amazon Lex support on the Genesys Cloud platform and outlined the process of activating the integration. Export the Genesys callflow from the QnABot Content Designer.
To support WaFd’s vision, Talkdesk has extended its self-servicevirtualagent voice and chat capabilities with an integration with Amazon Lex and Amazon Polly. Amazon Lex delivers fast responses to customers’ most common questions and seamlessly hands over complex cases to a human agent.
Many times when customers contact customerservice they have to choose a specific task to take care of via self-service. Conversational AI applications like virtualagents can provide these types of interactions. For example, press 1 or say billing.
Amazon Connect allows users to integrate with Amazon Lex to interpret customer speech instead of navigating through menus. Amazon also uses advanced technology to allow users to quickly and easily customizecallflows using drag and drop features. Metrics can be another challenging area within contact centers.
This empowers contact center agents to deliver highly effective, personalized and empathetic interactions. Digital transformation is key to contact centers providing the ultimate modern day customerservice experience and how conversations are handled during the entire customer journey — pre, during and post interaction.
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