Genesys on Monday unveiled a new integration between its customer management solution, Genesys PureCloud, and Amazon Lex at the annual AWS re:Invent conference. The integration will help businesses build and maintain conversational IVR flows that route callers more efficiently, by using artificial intelligence to recognize not only what consumers are saying, but also their intent. “Amazon Lex is a natural language understanding service that can decipher intents from natural human communication,” said Genesys EVP Olivier Jouve.
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New AI Tool Distinguishes Between What Customers Say and What They Mean
Posted by: Richard Adhikari November 28, 2017 02:48 PMGenesys on Monday unveiled a new integration between its customer management solution, Genesys PureCloud, and Amazon Lex at the annual AWS re:Invent conference. The integration will help businesses build and maintain conversational IVR flows that route callers more efficiently, by using artificial intelligence to recognize not only what consumers are saying, but also their intent. “Amazon Lex is a natural language understanding service that can decipher intents from natural human communication,” said Genesys EVP Olivier Jouve.