The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. Voice bots, or conversational interactive voice response systems (IVR), use natural language processing (NLP) to understand customers’ questions and provide relevant answers. Businesses can automate responses to frequently asked transactional questions by deploying bots that are available 24/7. As a result, customers benefit from reduced wait time and faster call resolution time, especially during peak hours.
In the post Enhancing customer service experiences using Conversational AI: Power your contact center with Amazon Lex and Genesys Cloud, we introduced Amazon Lex support on the Genesys Cloud platform and outlined the process of activating the integration. In this post, we demonstrate how to elevate traditional customer service FAQs with an interactive voice bot. We dive into a common self-service use case, explore Q&A interactions,

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