Contact flow is a graphical interface to configure interaction flow. With Contact flow, an administrator can configure a chat or voice channel to interact with the bot. The bot is configured in Amazon Lex.
Let us say we have a SalesCompany bot that takes sales related inquires and help customer to know about their last sales deal. The bot understands the inquiry and interacts with the backend system, fetch the current status and replies back to the customer.
The customer gets the same behaviour on voice calls as well. The Contact flow is configured with the company sales inquiry number. The Contact flow receives the call and connects it to the associated Lex bot.
The Amazon Lex bot understands the request and replies the response back. The voice response is played back by Amazon Polly.
Amazon Lex supports multiple bots to be configured to support multi-lingual characteristics. A bot could be associated with a language while its configuration as well as the backend interaction e.g. Lambda function.
Diversity in Integration
The Amazon Lex bot could be integrated with numerous back-office applications using a large list of programming languages. Amazon offers a serverless function called Amazon Lambda to execute the business logic as well as to contact the interaction with the back-office system.
Integrate Chat on your website
Do you want to offer a chat window on your company website? The Amazon Connect chat window can be integrated with your website. Get your connect chat Window flow and paste it into your company page.
As soon you paste your chat window code your website visitors will start getting the chat window where they can chat and interact with your SalesCompany bot.
Amazon offers a pay-as-you-grow pricing model. Which means you do not have to pay anything upfront. You will be charged for Amazon Connect, Amazon Lex and Lambda functions as we use them.
We at Octavebytes helps businesses to set up Contact Center. Empower it with the latest Voicebot and Chatbot features using Amazon Lex, Amazon Polly and Amazon Lambda.