Add conversational AI to any contact center with Amazon Lex and the Amazon Chime SDK

Customer satisfaction is a potent metric that directly influences the profitability of an organization. Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. There is a challenge at every point in the contact center customer journey--from long hold times at the beginning to operational costs associated with long average handle times. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR). An IVR uses a set of automated menu options to help reduce agent call volumes by addressing common frequently asked requests without involving a live agent.