Create a Virtual Receptionist in Amazon Connect

Create a Virtual Receptionist in Amazon Connect

Create a Virtual Receptionist in Amazon Connect

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.

  1. 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.
  2. If they do not know to whom they wish to speak they can say “Sales” or “Support” and they will be transferred there instead.
  3. If our Virtual Receptionist does not understand the user voice input she will ask to repeat the name again 2 more times.
  4. If the input is still not understood the caller will be transferred to another number.

Amazon Lex

Lex Bot
Lex Slots
Amazon Lex Messages
Amazon Lex Error Handling

Amazon Connect

Amazon Connect Contact Flows
Amazon Connect Contact Flows
Invoking Lex in Amazon Connect
Amazon Lex Intents

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.


About the Author:

I am a Certified Amazon Web Services Solutions Architect, proficient in most AWS Services. I am passionate about all things cloud and am excited about the possible future that this may bring. The last 8 months I have been working with Amazon Connect and the AWS ecosystem that forms contact centre solutions. This involves designing, building and deploying cutting edge solutions using a variety of Amazon Web Services. I am currently employed as a Cloud Consultant for Cloudwave Australia

One Comment

  1. Mike Powrie December 4, 2018 at 5:28 pm - Reply

    Brilliant Michael ! thanks for the write up. Very informative …

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