The features and capabilities of Amazon Lex that I have found most valuable include its earlier use as a chatbot. Since it is an AWS service, and Amazon Connect is also an AWS service, Amazon Lex is tightly integrated with Amazon Connect. You can create voice bots, which is a recent advancement in Amazon Lex. Earlier, it was used only as a chat system. You can give voice commands that AI will answer, and on fallback, you can transfer the call to an agent. I assess the benefit of integrating Amazon Lex with other AWS services as being very effective. I have integrated Amazon Lex with Amazon Connect as both are AWS services and they both support each other. This is where the unique selling point of AWS comes in. You have the contact center and features up and running. That is why contact centers are moving to AWS from traditional contact centers such as Cisco and Avaya. Integrating artificial intelligence in those traditional contact centers was a painful task. Now they are changing their environment because they have to adapt to AI, but it was difficult to integrate AI in their workflows. However, this is not the case in Amazon Connect.
