AWS Machine Learning

SEPTEMBER 29, 2022

In the post Enhancing customer service 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 call flow from the QnABot Content Designer.

Virtual Agent 95

Virtual Agent Call Flow Self Service Contact Center 95

AWS Machine Learning

FEBRUARY 6, 2023

To support WaFd’s vision, Talkdesk has extended its self-service virtual agent 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.

Self Service 95

Self Service Contact Center Virtual Agent Chatbots 95

Interactions

JUNE 10, 2022

Many times when customers contact customer service they have to choose a specific task to take care of via self-service. Conversational AI applications like virtual agents can provide these types of interactions. For example, press 1 or say billing.

Self Service 62

Self Service System Consumers Multi-Channel 62

West Monroe

JULY 27, 2017

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 customize call flows using drag and drop features. Metrics can be another challenging area within contact centers.

Contact Center 49

Contact Center Connections Virtual Agent Call Flow 49

Uniphore

OCTOBER 21, 2021

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 customer service experience and how conversations are handled during the entire customer journey — pre, during and post interaction.

Self Service 189

Self Service Contact Center Virtual Agent Call Flow 189