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Amazon lex (lamda/connect?) - how to deal with customers being silent when asked for a customer input via voice channel?

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Hi

I have recent built a contact centre telephony system using amazon connect/lex/lambda.

Since going live, we have noticed that many customers are remaining silent when asked by lex for a customer input - if they stay silent long enough they eventually reach a 'fallback intent' which connect them to an gent via the error line - this is adversely effecting the number of calls that we want to raech our agents!

Could anyone kindly provide any suggestions on how we can potentially tackle the issue of callers being silent whilst still allowing for other 'genuine' fallbacks to continue to reach the error line?

We had considered that we could potentially build a session/contact attribute relating to the input_transcript - and maybe write something in relation to that? I may be completely off the mark (we have less than 2 month experience with the products) so any help or insights at all would be greatly appreciated!

Thanks

Fizz

Topics
Application IntegrationServerlessMachine Learning & AIComputeBusiness Applications
Tags
Amazon ConnectAWS LambdaAmazon Lex
Language
English
asked 3 years ago752 views
2 Answers
1

You are correct in thinking about using inputTranscript from a FallbackIntent https://docs.aws.amazon.com/lexv2/latest/dg/lambda.html in a Lambda to see if it is empty along with other not understood utterance, and return the appropriate flag to repeat or do other things like change the way you ask "I am sorry, but I did not hear that. Now if you can tell me what would you like to do?" as example

AWS
answered 3 years ago
1

There is a session attribute Start Silence Threshold which can be configured in the Get Customer Input block in Amazon Connect Contact Flow. It controls the wait time before the system assumes that the customer isn't going to speak. Default is 3000 ms.

For more information refer - https://docs.aws.amazon.com/connect/latest/adminguide/get-customer-input.html

answered 3 years ago

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