Combine Amazon Lex with Webex Contact Heart

Introducing the Open Supply Connector—Now Accessible for Seamless Integration and Enhanced Buyer Experiences

As conversational AI quickly evolves, prospects more and more anticipate to work together with clever digital brokers when contacting help facilities. Fashionable AI brokers transcend static menu choices—they perceive the caller’s intent, supply related options, and may full duties immediately. When further experience is required, these AI brokers seamlessly route the dialog to essentially the most acceptable human agent, making certain a clean and environment friendly escalation.

This superior functionality not solely streamlines the shopper journey but additionally delivers sooner, extra customized, and satisfying experiences, reflecting the brand new commonplace in touch heart interactions.

Bringing Amazon Lex to Webex Contact Heart

Webex Contact Heart’s integration with Amazon Lex lets you simply add superior pure language understanding (NLU) and conversational AI to your buyer journey. Amazon Lex, the identical service powering Amazon Alexa, permits you to construct subtle, voice- and text-based bots. Now, with our open-source connector, you may combine Amazon Lex into your Webex Contact Heart setting seamlessly.

With the Amazon Lex open-source connector, you’re within the driver’s seat to create standout buyer experiences:

• Tailor it your method: Customise the connector to match your distinctive workflows—plus, help for (25+ languages) means you may join with prospects across the globe. 
• Deploy anyplace: Launch Amazon Lex in any AWS area to simply meet native necessities and laws.
• Seamless integration: Join with all of your favourite Contact Heart options, together with Webex Contact Heart and the total Cisco Contact Heart On-Premises suite.
• Innovate freely: Benefit from the newest digital agent options from Amazon and Webex, so you may experiment, improve, and keep forward of the curve.

Integrating Amazon Lex with Webex Contact Heart is easy 

Deploy the BYOVA Gateway

Use our Python-based open-source gateway to attach Webex Contact Heart with Amazon Lex. The (pattern code) present step-by-step directions.

Configure Amazon Lex Bots

Construct and fine-tune your Lex bots utilizing the AWS Administration Console. Outline intents, utterances, and responses to automate widespread buyer duties.

Join and Take a look at

Hyperlink your Lex bot to Webex Contact Heart utilizing the BYOVA connector. Take a look at your integration with voice flows within the Webex Stream Designer for Webex Contact Heart and Name Studio in Contact Heart Enterprise to make sure a seamless buyer expertise.

Stream Designer for Webex Contact Heart:

Name Studio for Cisco Contact Heart Enterprise suite:

Go Stay and Monitor

Deploy your digital agent into manufacturing. Use Webex Stream Designer and Amazon Cloudwatch to observe interactions and constantly optimize your AI-powered workflows.

Dialog AI at Work: A Look into use circumstances supported by Amazon Lex Bots

Amazon Lex bots convey clever, conversational AI to your Webex Contact Heart Occasion—serving to you automate, personalize, and elevate buyer experiences. Listed here are only a few of the highly effective use circumstances you may unlock:

• Self-Service Account Administration: Let prospects verify balances, replace private particulars, or reset passwords—no agent required.
• Order Standing & Monitoring: Immediately present real-time updates on order standing, transport, or returns. 
• Appointment Scheduling: Automate reserving, rescheduling, or canceling appointments with pure, conversational flows.
• FAQs & Troubleshooting: Shortly resolve widespread buyer questions or technical points—24/7, in a number of languages.
• Fee Processing: Allow safe invoice funds or bill inquiries proper inside the chat or name. 
• Service Outage Updates: Proactively inform prospects about outages, repairs, or service adjustments in actual time.
• Personalised Suggestions: Supply tailor-made services or products solutions primarily based on buyer preferences and historical past.
• Clever Name Routing: Perceive the shopper’s intent and seamlessly direct them to the correct agent or division when wanted.

Begin tinkering at this time!

Able to get began? Right here’s how:

• Signal as much as get your self a Webex Contact Heart (Sandbox) to start out experimenting in a secure, devoted setting.
• Try the (Developer Information) to discover ways to construct and host your connector on Amazon Internet Providers.
• Dive into the (open supply connector on GitHub) to make customizations that suit your distinctive workflows.

With Amazon Lex and Webex, you may ship smarter, sooner, and extra satisfying interactions—each time.