AWS re:Invent 2017: Amazon Lex Integration with IVR (MCL207)
Published on Nov 29, 2017
In this session, we cover an integration of Amazon Lex with a contact center solution. We demonstrate how an Amazon Lex chatbot can be inserted into an interactive voice response (IVR) workflow in a contact center, enabling users to interact with the chatbot using natural language. We walk through a ready-to-deploy integration that includes building the bot, setting up the IVR, and managing the call routing. We also describe the best practices for selective routing based on user intent, exchange of information between the chatbot/IVR, and handover to a human agent.