Integrating an Amazon Lex V2 bot with a contact center
You can integrate Amazon Lex V2 bots with your contact centers to enable self-service use-cases using the Amazon Lex V2 streaming API. Use these bots as interactive voice response (IVR) agents on telephony or as a text-based chatbot integrated into your contact center. For more information about the streaming APIs, see Streaming conversations to an Amazon Lex V2 bot.
With streaming APIs, you can enable the following features:
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Interruptions ("barge-in") – Callers can interrupt the bot and answer a question before the prompt is complete. For more information, see Enabling your Amazon Lex V2 bot to be interrupted by the user.
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Wait and continue – Callers can instruct the bot to wait if they need time for retrieving additional information during a call, such as a credit card number or a booking ID. For more information, see Enabling the Amazon Lex V2 bot to wait for the user to provide more information during a pause.
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DTMF support – Callers can provide information via speech or DTMF interchangeably.
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SSML support – You can configure Amazon Lex V2 bot prompts using SSML tags for greater control over speech generation from text. For more information, see Generating speech from SSML documents in the Amazon Polly developer guide.
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Configurable timeouts – You can configure how long to wait for customers to finish speaking before Amazon Lex V2 collects their speech input, such as answering a yes or no question, or providing a date or credit card number. For more information, see Configuring timeouts for capturing user input with a Lex V2 bot.
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Fulfillment progress updates – You can configure the bot to respond with multiple messages based on the fulfillment status during the business logic execution for intent fulfillment. You can set the bot to respond with messages when the fulfillment begins and completes, and provides periodic updates for long running Lambda functions. For more information, see Configuring fulfillment progress updates for your Lex V2 bot.
