Use Case
To celebrate the launch of our new site we decided to update our own Amazon Connect Call Centre with a virtual receptionist. We wanted it to show off the capabilities of not only Amazon Connect but also how Connect can integrate with other Amazon Services such as Amazon Lex. The scope of what we wanted to achieve is as follows.
- A customer dials in to the call centre number and if they know the name of the person that they wish to speak with they are prompted to say their name.
- If they do not know to whom they wish to speak they can say “Sales” or “Support” and they will be transferred there instead.
- If our Virtual Receptionist does not understand the user voice input she will ask to repeat the name again 2 more times.
- If the input is still not understood the caller will be transferred to another number.
Amazon Lex




Amazon Connect




Do you want your own Virtual Receptionist?
If you would like to talk to us about setting up your own Virtual Receptionist or any other area of our call centre business that you are interested in call us on the number below
1800 941 117
Just say “sales” and our friendly Virtual Receptionist will direct you to our sales department for a chat.
Brilliant Michael ! thanks for the write up. Very informative …