I started off digging into AWS Service Connect and found out that AWS had launched a new, poorly named tool AWS Connect. It creates a virtual call center but with no human call center operators. Your customers/potential customers can call, chat, SMS, WhatsApp or email then you create rules that route that communication to an LLM Agent.

It's charged per message or per message or in the case of voice per minute but there are also a few other edge cases like “per task” and “per case” I need to dive in deeper with. This does not include the services it integrates with.

There are a lot of bells and whistles here so it's going to take a while to do a deeper dive on. Goon news is that there is a free tier I might be able to play around with.

It seems to primarily route your communications to AWS Lex which then handles the AI Agent. This is not surprising as Lex is the same underlying service that runs Alexa, Amazon’s home assistant.

It’s been a while since I wrote an Alexa app so I am pretty rusty at it but that might be fun to do a proof of concept on. Let me know if you would be interested in seeing one.

Questions For You:

Are you using AWS Connect or Lex to build yourself chat bots? If so, tell us about it. I want to hear.