This post walks you through a few new features that make it simple to design a conversational flow entirely within Amazon Lex that adheres to best practices for IVR design related to retry prompting. We also cover how to configure a DTMF-only prompt as well as other attributes like timeouts and barge-in.
When designing an IVR solution, it’s best practice to provide an initial prompt that is short and to the point in order to allow a customer to get through the voice interaction quickly. If the system doesn’t understand, it needs to provide a more detailed prompt to guide the user to provide the required information. Should that fail, it’s best practice to fall back to DTMF, and ask the caller to enter the information using their dial pad.
Sometimes, we may also want to define a slot value as voice or DTMF only in order to provide more

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