Customers can use the touch tone keypad for contact flows by using Amazon Lex chatbot. Earlier customer had to interact with Amazon Lex chatbots in Amazon Connect contact center via voice input. Keypad input offers flexibility for the customer to specify what they want and to interact with the contact center in a format that they are most comfortable in. Keypad input works with the existing Amazon Lex chatbots that are already created for contact center. Amazon Lex chatbots interpret dual tone multi-frequency signaling or the spoken utterances entered on a keypad and Amazon Lex uses them to understand the caller’s intent.
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