Amazon Connect integration with U-Self Serve
Any organization that uses Amazon Connect dial-in number for its end consumer facing support operations, can now integrate securely with U-Self Serve Virtual Assistant. All end consumers can pick up the phone and dial the regular support number. When the call lands on Amazon Connect, the U-Self Serve Intelligent Virtual Agent (IVA) greets them and pick up the conversation from there. The IVA allows to transfer the call to a Live Agent on Amazon Connect and provides conversation logs for the agents from U-Self Serve.
The following services are used to receive a call on Amazon Connect number:
Amazon Connect
Amazon Lex
AWS Lambda