- “A non-conversational IVR such as this can frustrate your customers and lead them to attempt to contact an agent as soon as possible, which increases your call deflection rates. You can solve for this challenge by adding artificial intelligence (AI) to your IVR. An AI-enabled IVR can more quickly and accurately help your customer resolve issues without human intervention. When an agent is needed, the AI-enabled IVR can route your customer to the correct agent with the correct information already collected, thereby saving the customer from having to repeat the information.
- With Amazon Lex, you can build powerful, multi-lingual conversational AI systems and elevate the self-service experience for your customers with no ML skills required. With the Amazon Chime SDK, you can easily integrate your existing contact center to Amazon Lex using an Amazon Chime SDK SIP media application. This includes contact centers such as Avaya, Cisco, Genesys, and others”
https://aws.amazon.com/blogs/machine-learning/add-conversational-ai-to-any-contact-center-with-amazon-lex-and-the-amazon-chime-sdk/
