Genesys Cloud (formerly PureCloud)

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Integrating Amazon Lex Into Call Flow

  • 1.  Integrating Amazon Lex Into Call Flow

    Posted 6 days ago
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    I am currently working on implementing Amazon Lex into our call flow as Genesys does support capturing alphanumeric phrases. The purpose of the Lex Bot is to capture our customer's PO that is used in the process to look up the order status. The PO number is captured and then searched for in our company's Salesforce instance. I have gotten this to work with various different types of POs but am having trouble when there is a zero and O in the PO. It tends to switch the zeros spoken into to Ohs and Ohs into zeros. I thought at first it was an issue with Amazon Lex but when testing out the voice bot on their website it was capturing the correct information. Attached is a screenshot of that. Does anyone have any suggestions on how to fix this?


    Nathan Holland
    Vehicle Service Group, LLC