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Chapter 6

The power of natural interactive voice response

Natural Interactive Voice Response (IVR) and interactive chatbots make engagement fast and easy for customers. Driven by Amazon Lex, the same automatic speech recognition technology that powers Amazon Alexa, IVR empowers both live agents and chatbots to deliver more relevant messages by integrating with CRM systems, creating a positive feedback loop. 

It also uses automation to track customer sentiment through real-time analytics. This way, with asynchronous chat, customers are free to start on one chat session, and then return to another without losing historical context.