Customers that call in to your Amazon Connect contact center can now provide input using their touch-tone keypad for contact flows using an Amazon Lex chatbot. Previously, customers could interact with Amazon Lex chatbots in Amazon Connect contact centers through voice input. Keypad input provides greater flexibility for your customers to now choose how they want to interact with your contact center, in a format that is most comfortable for their environment. For example, keypad input is often preferred when calling from a location with an abundance of ambient noise, or to ensure privacy when in a public space.
Keypad input will work with your existing Amazon Lex chatbots that you’ve already created for your contact center. Amazon Lex interprets the spoken utterance or dual-tone-multi-frequency signaling (DTMF) digits entered on a keypad, and uses them to understand the caller’s intent.
You can use Amazon Lex chatbots with Amazon Connect in the US-East (Northern Virginia) AWS region. To learn more about using Amazon Lex chatbots with Amazon Connect, visit the Amazon Lex Chatbot web page. There are no additional Amazon Connect charges to use Amazon Lex chatbots in your contact flows, but you will be billed for Amazon Lex usage. You can find out more about Amazon Connect, a self-service, cloud contact center, by visiting the Amazon Connect website.