Introducing the Open Source Connector—Now Available for Seamless Integration and Enhanced Customer Experiences
As conversational AI rapidly evolves, customers increasingly expect to interact with intelligent virtual agents when contacting support centers. Modern AI agents go beyond static menu options—they understand the caller’s intent, offer relevant solutions, and can complete tasks directly. When additional expertise is needed, these AI agents seamlessly route the conversation to the most appropriate human agent, ensuring a smooth and efficient escalation.
This advanced capability not only streamlines the customer journey but also delivers faster, more personalized, and satisfying experiences, reflecting the new standard in contact center interactions.
Bringing Amazon Lex to Webex Contact Center
Webex Contact Center’s integration with Amazon Lex allows you to easily add advanced natural language understanding (NLU) and conversational AI to your customer journey. Amazon Lex, the same service powering Amazon Alexa, lets you build sophisticated, voice- and text-based bots. Now, with our open-source connector, you can integrate Amazon Lex into your Webex Contact Center environment seamlessly.
With the Amazon Lex open-source connector, you’re in the driver’s seat to create standout customer experiences:
- Tailor it your way: Customize the connector to match your unique workflows—plus, support for (25+ languages) means you can connect with customers around the globe.
- Deploy anywhere: Launch Amazon Lex in any AWS region to easily meet local requirements and regulations.
- Seamless integration: Connect with all your favorite Contact Center solutions, including Webex Contact Center and the full Cisco Contact Center On-Premises suite.
- Innovate freely: Take advantage of the latest virtual agent features from Amazon and Webex, so you can experiment, upgrade, and stay ahead of the curve.
Integrating Amazon Lex with Webex Contact Center is straightforward
Deploy the BYOVA Gateway
Use our Python-based open-source gateway to connect Webex Contact Center with Amazon Lex. The (sample code) provide step-by-step instructions.
Configure Amazon Lex Bots
Build and fine-tune your Lex bots using the AWS Management Console. Define intents, utterances, and responses to automate common customer tasks.
Connect and Test
Link your Lex bot to Webex Contact Center using the BYOVA connector. Test your integration with voice flows in the Webex Flow Designer for Webex Contact Center and Call Studio in Contact Center Enterprise to ensure a seamless customer experience.
Flow Designer for Webex Contact Center:
Call Studio for Cisco Contact Center Enterprise suite:
Go Live and Monitor
Deploy your virtual agent into production. Use Webex Flow Designer and Amazon Cloudwatch to monitor interactions and continuously optimize your AI-powered workflows.
Conversation AI at Work: A Glance into use cases supported by Amazon Lex Bots
Amazon Lex bots bring intelligent, conversational AI to your Webex Contact Center Instance—helping you automate, personalize, and elevate customer experiences. Here are just a few of the powerful use cases you can unlock:
- Self-Service Account Management: Let customers check balances, update personal details, or reset passwords—no agent required.
- Order Status & Tracking: Instantly provide real-time updates on order status, shipping, or returns.
- Appointment Scheduling: Automate booking, rescheduling, or canceling appointments with natural, conversational flows.
- FAQs & Troubleshooting: Quickly resolve common customer questions or technical issues—24/7, in multiple languages.
- Payment Processing: Enable secure bill payments or invoice inquiries right within the chat or call.
- Service Outage Updates: Proactively inform customers about outages, repairs, or service changes in real time.
- Personalized Recommendations: Offer tailored product or service suggestions based on customer preferences and history.
- Intelligent Call Routing: Understand the customer’s intent and seamlessly direct them to the right agent or department when needed.
Start tinkering today!
Ready to get started? Here’s how:
- Sign up to get yourself a Webex Contact Center (Sandbox) to start experimenting in a safe, dedicated environment.
- Check out the (Developer Guide) to learn how to build and host your connector on Amazon Web Services.
- Dive into the (open source connector on GitHub) to make customizations that fit your unique workflows.
With Amazon Lex and Webex, you can deliver smarter, faster, and more satisfying interactions—every time.
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