This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk.
Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.
This is the first of a two-part series dedicated to the integration of Amazon Lex with the Talkdesk CX Cloud contact center. In this post, we describe a solution architecture that combines the powerful resources of Amazon Lex and Talkdesk CX Cloud for the voice channel. In the second part of this series, we describe how to use the Amazon Lex chatbot UI with Talkdesk CX Cloud to allow customers to transition from a chatbot conversation to a live agent within the same chat window.
The benefits of Amazon Lex and Talkdesk CX Cloud are exemplified by WaFd Bank, a full-service commercial US bank in 200 locations and

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