Amazon Connect integration with Amazon Lex extends the classic contact center experience using conversational bots.
As a result, a self-service experience can be implemented to automate repetitive tasks, such as checking what’s the status of a service case or filling in collateral information.
In this video, we show how to leverage Amazon Connect to check a Dynamics 365 Case status without ever logging in to the CRM. Simply make a phone call and that’s it!
- Amazon Lex Chatbots
- Authenticate to Microsoft Dynamics 365 with the Web API
- Dynamics 365 Incident EntityType
- Blog post detailing how to create a Dynamics CRM Case based on Amazon Connect self-service interaction
If you’re interested to see more, schedule a demo or contact us here.