Amazon Lex now allows you to use Large Language Models (LLMs) as the primary option to understand customer intent across voice and chat interactions. With this capability, your voice and chat bots can better understand customer requests, handle complex utterances, maintain accuracy despite spelling errors, and extract key information from verbose inputs. When customer intent is unclear, bots can intelligently ask follow-up questions to fulfill requests accurately. For example, when a customer says “I need help with my flight,” the LLM automatically clarifies whether the customer wants to check their flight status, upgrade their flight, or change their flight.
This feature is available in all AWS commercial regions where Amazon Connect and Lex operate. To learn more, visit the Amazon Lex documentation or explore the Amazon Connect website to learn how Amazon Connect and Amazon Lex deliver seamless end-customer self-service experiences.
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Source: Amazon Web Services
