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Amazon Connect: Keypad Input Support for Lex-powered Contact Flow

What is it?

Amazon just released a new feature for Amazon Connect—keypad input for Lex-powered IVR menus. This is very exciting news for Amazon Connect users who want to give callers the ability to speak or type based on their preference when responding to prompts.

Why should I use this?

It’s not uncommon for companies to ask callers to provide secure or private data (credit card number, membership ID, phone number, date of birth, etc.). Callers might find this inconvenient when calling from public places. Even if a caller isn’t entering private data, the chatbot might not correctly record spoken data if there’s excessive background noise. Because of this, it can be helpful to offer callers the option to type their entry via DTMF instead. Other times, users may be calling from a quiet location, making it more convenient to provide spoken input.

With this new feature, you don’t have to choose between natural language input vs. DTMF—both are now supported input methods for Amazon Connect Lex-powered menus.

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Avoid Contact Center Outages: Plan Your Upgrade to Amazon Connect

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Check out this 30-second video to see the new feature in action!

If you are interested in learning more about our Amazon Connect practice, visit our web page here.  To talk with us about how we help companies get the most out of Amazon Connect, click here.

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Dora Hodanic

Lead Technical consultant focused on contact center solutions with Amazon Connect.

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