Amazon Connect Conversational Interfaces Intermediate

Amazon Connect offers straightforward, self-service configuration and provides dynamic, personal, and natural customer engagement at any scale.

In this course, you will learn the benefits, typical use cases, and core concepts of interactive voice response (IVR) in Amazon Connect. You will explore real-world implementation scenarios and identify the key considerations to enhance customer experience and improve operational efficiency.

• Course level: Intermediate
• Duration: 40 minutes

Activities

This course includes interactions and assessments.

Course Objectives

In this course, you will learn to do the following:

• Explore the benefits of self-service options.
• Explore IVR design factors.
• Identify the role of IVR in Amazon Connect.
• Identify the IVR key components in a Flow design.
• Explore how Amazon Lex processes customer input.

Intended audience

This course is intended for contact center professionals, including those in roles such as the following:

• Contact center engineer
• Technologist
• Implementation consultant
• IVR designer

Prerequisites

No prerequisites needed.

Course outline

Section 1: Conversational interfaces

• Interactive Voice Response Systems
• Self-service and Intelligent Call Routing
• Amazon Connect and Amazon Lex
• Design Considerations

Section 2: Amazon Connect Conversational Interfaces

• Use Cases
• Capturing Contact Input
• Amazon Connect and Amazon Lex Data Exchange

Section 3: Conclusion

• Summary

Section 4: Knowledge Check Questions

• Knowledge Check

Section 5: Getting Help

• Learn More
• Contact Us