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Top Contact Center Stories of 2017: Page 3 of 12

Amazon Connect Meets Amazon Lex

The biggest piece of news at Enterprise Connect 2017, in March, was the launch of Amazon Connect, a contact center service announced by Amazon Web Services. At the time, AWS described an Alexa-like AI feature that uses NLU and speech recognition. The technology, called Lex, was reportedly in beta trials at the time and would be available at a future unspecified date.

In August, AWS announced it had completed the integration of Amazon Connect and Amazon Lex. It described Lex as a service for building conversational interfaces using voice and text. By integrating these two services, Connect contact centers can take advantage of Lex's automatic speech recognition and natural language processing (NLP)/NLU capabilities to create great self-service experiences.