Amazon Connect launches simplified conversational AI bot creation

Amazon Connect now makes it as easy as a few clicks for you to create, edit, and continuously improve conversational AI bots for interactive voice response (IVR) and chatbot self-service experiences. Now, you can configure and design your bots (powered by Amazon Lex) directly from the Connect web UI, allowing you to deliver dynamic, conversational AI experiences to understand your customer’s intent, ask follow-on questions, and automate resolution of their issues.

By using Amazon Connect’s drag-and-drop workflow designer, you can enhance your bots with Amazon Connect Customer Profiles, making it easy to deliver personalized experiences with no code. For example, you can upgrade your touch-tone menu (e.g., Press 1 for Account Support) with a bot to greet your customer by name, proactively offer to help them pay an upcoming bill, and offer them additional support options. In a few clicks, you can also customize and launch the Connect widget to further enhance your customer’s digital experience. These new bot building capabilities in Amazon Connect make it easy for you create and launch bot-powered self-service experiences by reducing the need for you to manage multiple applications or custom integrations.

To learn more refer to our public documentation. This new feature is available in all commercial AWS regions where Amazon Connect and Amazon Lex is available. To learn more about Amazon Connect, the AWS contact center as a service solution on the cloud, please visit the Amazon Connect website.