Amazon Lex can add powerful automation to contact center solutions, so you can enable self-service via interactive voice response (IVR) interactions or route calls to the appropriate agent based on caller input. These capabilities can increase customer satisfaction by streamlining the user experience, and improve containment rates in the contact center.
In both the self-service and call routing scenarios, you may need to configure the bot so that it can obtain information commonly required in customer service calls. For example, to enable a self-service experience when the caller requests a transfer from their checking account to their savings account, you may have to first get their account ID.
Bots are more effective at processing a response if they know the related request or prompt (for example, “What is your account ID?”). Amazon Lex provides comprehensive dialog management capabilities, so that context can be maintained across a conversation. However, sometimes the

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