AWS – Amazon Lex launches progress updates for fulfillment

Starting today, you can configure your Amazon Lex bots to provide periodic updates to users while their requests are processed. Customer support conversations often require execution of business logic that can take some time to complete. For example, updating an itinerary on an airline reservation system may take a couple of minutes during peak hours. Typically, support agents put the call on hold and provide periodic updates (e.g., “We are still processing your request; thank you for your patience”) until the request is fulfilled. Now, you can easily configure your bot to automatically provide such periodic updates in a conversation. With progress updates capability, bot builders can quickly enhance the ability of virtual contact center agents and smart assistants.

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