Amazon Connect users may now access sentiment analysis features, as AWS embeds its Lex conversational AI solution into the CCaaS platform.
Recently adding a whole host of new features to Amazon Connect, AWS is quickly advancing the sophistication of its offering.
Now, the solution offers a sentiment score for every customer response to a chatbot. Based on this, designers can tweak the language and tone of the bot to fit the customer’s mood better.
Moreover, companies can adjust the flow of the conversation. For example, if customer sentiment is seemingly negative at a critical point within the customer journey, the bot may automatically escalate the conversation to a human agent.
Alternatively, if the customer displays positive sentiment towards the end of an interaction, the bot may try and upsell them on services.
As such, companies can further personalize automated conversations and choose when to exploit such use cases to maximize various customer outcomes.
Alongside sentiment, Amazon Connect users can harness intent confidence scores to dig deeper into customer uncertainties that may derail conversations. Again, the company can also set rules within the bot journey based on these scores.
A potential use of this feature is to identify vulnerable customers and escalate the conversation, ensuring they receive the service that meets their needs.
Contact centers can add rules into the bot flow with just a few clicks of a mouse, as Amazon looks to build on its reputation for developing solutions with high ease of use.
The no-code capabilities of the Lex conversational AI platform exemplify this, alongside its innovative use of automation.
