designing conversational experience
Designing conversational experiences with sentiment analysis in Amazon Lex Amazon Web Services
To have an effective conversation, it is important to understand the sentiment and respond appropriately. In a customer service call, a simple acknowledgment when talking to an unhappy customer might be helpful, such as, "Sorry to hear you are having trouble." Understanding sentiment is also useful in determining when you need to hand over the call to a human agent for additional support. To achieve such a conversational flow with a bot, you have to detect the sentiment expressed by the user and react appropriately. Previously, you had to build a custom integration by using Comprehend APIs.