Provide live agent assistance for your chatbot users with Amazon Lex and Talkdesk cloud contact center

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud, and Amazon Chime SDK to facilitate a seamless omnichannel experience.

This is the second post of a two-part series. The integration of Amazon Lex with Talkdesk cloud contact center is inspired by WaFd Bank (WaFd)’s digital innovation journey to enhance customer experience. In our previous post, we described how Amazon Lex integrates with the Talkdesk cloud contact center for the voice channel. In this post, we are focusing on the chat channel to show how to use Amazon Lex and the Amazon ...