Contact block: Get customer input - Amazon Connect

Contact block: Get customer input

Description

  • It plays a prompt to get a response from the customer. For example, "For Sales, press one. For Support, press two."

  • When customers enter DTMF input (touch-tone keypad or telephone input), the prompt is interruptible.

  • When an Amazon Lex bot plays a voice prompt, customers can interrupt it with their voice. To set this up, use the barge-in-enabled session attribute.

  • It then branches based on the customer's input.

  • This block works for chat only when Amazon Lex is used.

Supported channels

The following table lists how this block routes a contact who is using the specified channel.

Channel Supported?

Voice

Yes

Chat

Yes when Amazon Lex is used

Otherwise, No - Error branch

Task

Yes

Contact flow types

You can use this block in the following contact flow types:

  • Inbound contact flow

  • Customer queue flow

  • Transfer to Agent flow

  • Transfer to Queue flow

Properties

You can configure this block to accept DTMF input, a chat response, or an Amazon Lex intent.

DTMF tab properties

  • Audio prompt: Select from a list of default audio prompts, or upload your own audio prompt.

  • Set timeout: Specify how long to wait while the user decides how they want to respond to the prompt. The maximum timeout you can set is 179 seconds.

Amazon Lex tab properties

  • Lex bot properties: After you create your Lex bot, enter the name and alias of the bot here. Only published bots appear in the drop-down list.

    Important

    In a production environment, always use a different alias than TestBotAlias for Amazon Lex and $LATEST for Amazon Lex classic. TestBotAlias and $LATEST support a limited number of concurrent calls to an Amazon Lex bot. For more information, see Runtime Service Quotas or Runtime Service Quotas (Amazon Lex Classic).

  • Session attributes: Specify attributes that apply to the current contact's session only.

Configurable time-outs for voice input

To configure time-out values for voice contacts, use the following session attributes in the Get customer input block that calls your Lex bot. These attributes allow you to specify how long to wait for the customer to finish speaking before Amazon Lex collects speech input from callers, such as answering a yes/no question, or providing a date or credit card number.

Amazon Lex
  • Max Speech Duration

    x-amz-lex:audio:max-length-ms:[intentName]:[slotToElicit]

    How long the customer speaks before the input is truncated and returned to Amazon Connect. You can increase the time when a lot of input is expected or you want to give customers more time to provide information.

    Default = 13000 milliseconds (13 seconds). The maximum allowed value is 15000 milliseconds.

    Important

    If you set Max Speech Duration to more than 15000 milliseconds, the contact is routed down the Error branch.

  • Start Silence Threshold

    x-amz-lex:audio:start-timeout-ms:[intentName]:[slotToElicit]

    How long to wait before assuming that the customer isn't going to speak. You can increase the allotted time in situations where you’d like to allow the customer more time to find or recall information before speaking. For example, you might want to give customers more time to get out their credit card so they can enter the number.

    Default = 4000 milliseconds (4 seconds).

  • End Silence Threshold

    x-amz-lex:audio:end-timeout-ms:[intentName]:[slotToElicit]

    How long to wait after the customer stops speaking before assuming the utterance has concluded. You can increase the allotted time in situations where periods of silence are expected while providing input.

    Default = 600 milliseconds (0.6 seconds)

Amazon Lex (Classic)
  • Max Speech Duration

    x-amz-lex:max-speech-duration-ms:[intentName]:[slotToElicit]

    How long the customer speaks before the input is truncated and returned to Amazon Connect. You can increase the time when a lot of input is expected or you want to give customers more time to provide information.

    Default = 13000 milliseconds (13 seconds). The maximum allowed value is 15000 milliseconds.

    Important

    If you set Max Speech Duration to more than 15000 milliseconds, the contact is routed down the Error branch.

  • Start Silence Threshold

    x-amz-lex:start-silence-threshold-ms:[intentName]:[slotToElicit]

    How long to wait before assuming that the customer isn't going to speak. You can increase the allotted time in situations where you’d like to allow the customer more time to find or recall information before speaking. For example, you might want to give customers more time to get out their credit card so they can enter the number.

    Default = 4000 milliseconds (4 seconds).

  • End Silence Threshold

    x-amz-lex:end-silence-threshold-ms:[intentName]:[slotToElicit]

    How long to wait after the customer stops speaking before assuming the utterance has concluded. You can increase the allotted time in situations where periods of silence are expected while providing input.

    Default = 600 milliseconds (0.6 seconds)

Barge-in configuration and usage for Amazon Lex

You can allow customers to interrupt the Amazon Lex bot mid-sentence using their voice, without waiting for it to finishing speaking. Customers familiar with choosing from a menu of options, for example, can now do so without having to listen to the entire prompt.

Amazon Lex
Amazon Lex (Classic)
  • Barge-in

    x-amz-lex:barge-in-enabled:[intentName]:[slotToElicit]

    Barge-in is disabled globally by default. You must set the session attribute in the Get customer input block that calls your Lex bot to enable it at the global, bot, or slot levels. This attribute only controls Amazon Lex barge-in; it doesn't control DTMF barge-in. For more information, see How to use Lex session attributes.

Configurable fields for DTMF input

Use the following session attributes to specify how your Lex bot responds to DTMF input.

  • End character

    x-amz-lex:dtmf:end-character:[IntentName]:[SlotName]

    The DTMF end character that ends the utterance.

    Default = #

  • Deletion character

    x-amz-lex:dtmf:deletion-character:[IntentName]:[SlotName]

    The DTMF character that clears the accumulated DTMF digits and ends the utterance.

    Default = *

  • End timeout

    x-amz-lex:dtmf:end-timeout-ms:[IntentName]:[SlotName]

    The idle time (in milliseconds) between DTMF digits to consider the utterance as concluded.

    Default = 5000 milliseconds (5 seconds)

  • Max number of allow DTMF digits per utterance

    x-amz-lex:dtmf:max-length:[IntentName]:[SlotName]

    The maximum number of DTMF digits allowed in a given utterance. This cannot be increased.

    Default = 1024 characters

For more information, see How to use Lex session attributes.

Intents

  • Enter the intents you created in Amazon Lex. They are case sensitive!

Configuration tips

  • When you use text, either for text-to-speech or chat, you can use a maximum of 3,000 billed characters (6,000 total characters).

  • Amazon Lex bots support both spoken utterances and keypad input when used in a contact flow.

  • For both voice and DTMF, there can be only one set of session attributes per conversation. Following is the order of precedence:

    1. Lambda provided session attributes: Overrides to session attributes during customer Lambda invocation.

    2. Amazon Connect console provided session attributes: Defined in the Get customer input block.

    3. Service defaults: These are used only if no attributes are defined.

  • You can prompt contacts to end their input with a pound key # and to cancel it using the star key *. When you use a Lex bot, if you don't prompt customers to end their input with #, they will end up waiting five seconds for Lex to stop waiting for additional key presses. It's not possible to configure Lex to wait a shorter length of time.

  • To control time-out functionality, you can use Lex session attributes in this block, or in set them in your Lex Lambda function. If you choose to set the attributes in a Lex Lambda function, the default values are used until the Lex bot is invoked. For more information, see Using Lambda Functions in the Amazon Lex Developer Guide.

  • When you specify one of the session attributes described in this article, you can use wildcards. They let you set multiple slots for an intent or bots.

    Following are some examples of how you can use wildcards:

    • To set all slots for a specific intent, such as PasswordReset, to 2000 milliseconds:

      Name = x-amz-lex:max-speech-duration-ms:PasswordReset:*

      Value = 2000

    • To set all slots for all bots to 4000 milliseconds:

      Name = x-amz-lex:max-speech-duration-ms:*:*

      Value = 4000

    Wildcards apply across bots but not across blocks in a contact flow.

    For example, you have a Get_Account_Number bot. In the contact flow, you have two Get customer input blocks. The first block sets the session attribute with a wildcard. The second one doesn't set the attribute. In this scenario, the change in behavior for the bot applies only to the first Get customer input block, where the session attribute is set.

  • Because you can specify that session attributes apply to the intent and slot level, you can specify that the attribute is set only when you're collecting a certain type of input. For example, you can specify a longer Start Silence Threshold when you're collecting an account number than when you're collecting a date.

  • If DTMF input is provided to a Lex bot using Amazon Connect, the customer input is made available as a Lex request attribute. The attribute name is x-amz-lex:dtmf-transcript and the value can be a maximum of 1024 characters.

    Following are different DTMF input scenarios:

    Customer input DTMF transcript

    [DEL]

    [DEL]

    [END]

    [END]

    123[DEL]

    [DEL]

    123[END]

    123

    Where:

    • [DEL] = Deletion character (Default is * )

    • [END] = End character (Default is # )

Configured block

When this block is configured, it looks similar to the following image:

  1. Timeout: What to do when the time in the Set timeout property has elapsed. This branch appears only if you're using DTMF properties since that's where the Set timeout property is available. It doesn't appear if you're using Amazon Lex properties.

  2. Default: What to do if a customer enters a value other than 1 or 2.

Sample flows

See these sample flows for scenarios that use this block:

Scenarios

See these topics for scenarios that use this block: