Scribd
Upload
28 views1 page

Amazon Connect Conversational Interfaces Fundamentals Summary

The document outlines the fundamentals of Amazon Connect Conversational Interfaces, detailing different types of IVR systems: DTMF, ASR, and Conversational IVRs, each with unique functionalities and benefits. It emphasizes improved customer service, scalability, and enhanced agent assistance as key advantages of using IVRs. Additionally, it highlights considerations such as security, service quotas, and pricing associated with these services.

Uploaded by

arunkumar.pasham
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
28 views1 page

Amazon Connect Conversational Interfaces Fundamentals Summary

The document outlines the fundamentals of Amazon Connect Conversational Interfaces, detailing different types of IVR systems: DTMF, ASR, and Conversational IVRs, each with unique functionalities and benefits. It emphasizes improved customer service, scalability, and enhanced agent assistance as key advantages of using IVRs. Additionally, it highlights considerations such as security, service quotas, and pricing associated with these services.

Uploaded by

arunkumar.pasham
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 1

Amazon Connect Conversational Interfaces

Fundamentals
Course Summary

Concepts and terminology


DTMF IVRs: DTMF IVRs work with phone calls. Callers select predefined menu options by pressing digits on
their phone keypad. These IVR systems use touch-tone or DTMF inputs. The DTMF IVRs interpret caller's
menu selections through tones generated by the phone keypad. For example, a customer calling a travel
company might be asked to press 1 for a new reservation, 2 to change a reservation, and 5 for all other
questions.

ASR IVRs: Automatic Speech Recognition (ASR) IVR systems give callers the ability to interact using their
voice. This technology uses speech recognition algorithms to analyze and interpret the caller's spoken input.
The ASR IVR converts spoken words into text that the system can understand and process. However, ASR
technology has limitations in handling speech variations, background noises, accents, dialects, and
colloquial language.

Conversational IVRs: Conversational IVRs greet callers and listen to their statements instead of offering
predefined selections. The speech recognition engine interprets the customer's spoken words and
determines their intent. It provides an appropriate response or routes them to the correct self-service
option. With conversational IVRs, customers can speak freely. This improves efficiency and customer
satisfaction, compared to traditional DTMF IVR systems.

Benefits
Improved customer service: IVRs offer self-service options, which reduce wait times and provide continuous
service. Common tasks can be self-served, so customers can get inquiries addressed whenever needed.

Scalability and multichannel support: IVRs can handle millions of conversations and scale based on
demand. They provide consistent support experiences across voice, chat, websites, and mobile applications.

Enhanced agent assistance: IVRs help find the right agents for customer requests and prioritize inquiries.
They reduce the need for human intervention, so agents can focus on complex tasks.

Considerations
Security: Data protection follows the AWS shared responsibility model. Organizations are responsible for
securing customer data and ensuring compliance with regulations like PII.

Service quotas: AWS implements service quotas to ensure reliable service and protect against unintentional
spending. Organizations can request increases for adjustable quotas to meet their needs.

Pricing: When organizations use Amazon Lex in Amazon Connect, they incur charges for both services based
on their pay-as-you-go pricing models.

© 2024, Amazon Web Services, Inc. or its affiliates. All rights reserved. 1 of 1

You might also like