Cisco conversational AI powered by Amazon Lex

This article describes Cisco and AWS's integration of Amazon Lex conversational AI into Cisco Webex Contact Center, enabling intelligent virtual agents without rebuilding existing systems.

• Open-source Amazon Lex connector integrates directly into Cisco's Bring Your Own Virtual Agent framework
• Three-layer architecture: customer interaction, connector bridge, and conversational AI layers
• Amazon Lex handles speech recognition, intent understanding, and response generation across 25+ languages
• Amazon Bedrock foundation models enable complex, contextual responses beyond scripted intents
• Amazon Polly provides natural-sounding speech synthesis with neural text-to-speech technology
• Automatic escalation to live agents with full conversation context preserved
• Reduces routine inquiry handle time from 6-8 minutes to 60-90 seconds
• Supports healthcare, finance, and government use cases with compliance options

This integration allows organizations to modernize contact centers with AI capabilities while preserving existing Cisco investments and workflows.