Amazon Lex V2 integration overview

Companies use Amazon Lex V2 in AWS to design conversational bots, like the bots which power Amazon Alexa. This integration allows Genesys Cloud to call Lex V2 voice bot actions in Architect flows.

Notes:
  • This feature is not PCI DSS-compliant. Best practice recommends that you do not use them in Architect secure call flows. For more information, see PCI DSS compliance.
  • Setting your HTTP Proxy on an Edge does not work with this integration. You must allow outbound network traffic from the Edge to the regional DNS entries on TCP Port 443. For more information, see Domains for the Firewall allowlist.
  • Use this integration for DTMF support.

Amazon Lex V2 uses Natural Language Understanding (NLU) to interact with a user speaking conversationally. With the evolving functionality of artificial intelligence tools such as Alexa, Siri, and the like, conversational interactions with computers have become mainstream. Contact centers are a natural progression into this world of virtual assistants.

When a customer can speak naturally, your company can better understand the customer’s intent and then more quickly route the call to a highly skilled agent. The AWS Lex V2 Bot integration within Genesys Cloud enables customers to use NLU within synchronous customer interaction flows.

Note: When you create an Architect flow that calls a Lex V2 bot, make sure that you select the same voice that you select in the bot. This action ensures consistency between the bot and the flow.

Example use case

When a customer interacts through an Architect flow, the Lex V2 bot begins. The system asks the customer an open question, such as “How may I help?”.

After the customer responds, Lex V2 attempts to interpret the intent of the request and then decides the next step. For example, if the customer replies, “I want to check the status of my flight,” then Lex V2 prompts the user for a flight number and returns the flight status.

If Lex V2 cannot establish or understand the customer’s intent, the system routes the call to an agent.

After the task ends, Lex V2 asks if the customer needs any additional help. The customer can ask another question, request to speak to an adviser, or indicate that no further assistance is needed. If the customer needs no further assistance, the call ends.

If the customer chooses to speak with an agent but faces a long wait time or the request is outside normal business hours, then the flow routes the call appropriately.

For more information, see About the Amazon Lex V2 integration.