Amazon Lex — Chatbot / Voice Bot Engine

Same technology that powers Alexa.

Combines two things:

• ASR — converts speech to text
• NLU (Natural Language Understanding) — understands the intent behind what was said

User says: "I want to book an appointment for Friday"
     |
  Lex understands intent: BOOK_APPOINTMENT, date: Friday
     |
  Triggers next action (Lambda, API, database)

Used for: Building chatbots, IVR bots, call center automation.

Amazon Connect — Virtual Contact Center

Cloud-based contact center service. Receive calls, create contact flows, route customers — no physical hardware needed.

• Integrates with CRM systems and other AWS services
• No upfront cost — 80% cheaper than traditional contact centers

How They Work Together — Real Example

Customer calls to schedule an appointment
        |
   Amazon Connect  (receives the call)
        |
   Amazon Lex      (understands what caller wants)
        |
   Lambda          (processes the booking logic)
        |
   CRM / Database  (appointment saved)

Connect handles the call, Lex understands the intent, Lambda takes action.

Exam One-Liners

• Build chatbots and voice bots on AWS = Amazon Lex
• Same tech as Alexa = Amazon Lex