Chatbot Design

From “Press 1 for English” to an Actual Conversation.

Conversational bots for voice and chat, built on Amazon Lex.

Applying AI to repetitive tasks, order status lookups, FAQs, appointment questions, isn't a novelty. It frees your team for the support only a human can give. We design and build those bots on Amazon Lex, the same deep learning technology behind Alexa, inside the Amazon Connect environment you already run.

Get a Free Chatbot Quote See What It Does

Amazon Lex: The same deep-learning tech that powers Alexa
25 Hrs: A chat session can stay open and pick up where it left off
Voice + Chat: One bot, reused across both channels

Designer mapping a chatbot conversation and transferring customer context to an agent

Standard Consulting Partner since 2017

What The Bot Actually Does

Built on Amazon Lex, not a generic chat widget

Lex brings the same deep learning stack that powers Alexa. Here is what that translates to for a caller or website visitor.

Automatic speech recognition

Understands a spoken request well enough to hold a real conversation, not just match keywords.

Natural language understanding

Figures out the intent behind a question, so "where's my order" and "has my package shipped" both work.

Reuses your contact flows

Built inside Amazon Connect, so a "play prompt" step that would be spoken to a caller becomes a chat message with no separate system to maintain.

Escalates to a human, with context

A chat session can be hopped up to a live phone call, or handed to an agent who already has the conversation history in front of them.

Where This Fits

Chatbot design is a Smart Answer tool

DrVoIP splits AI into two questions: does it answer, or does it act? A Lex-based chatbot lives in the first category.

Smart Answer

Uses your existing content, FAQs, order status, policies, to deliver a fast, consistent answer. It improves how people get information without redesigning your systems.

Smart Action

Goes further: updating records, booking appointments, running multi-step workflows. That is Agentic Automation, and it usually comes after a chatbot has proven itself.

See Agentic Automation ›

Website Chat

Hi, where's my order #48213?

Let me check that for you, one second.

Order #48213 shipped yesterday and is due Thursday. Anything else?

Can I talk to someone about a return instead?

Sure, connecting you now, your order details are already on their screen.

50+ years of combined chatbot and IVR experience

Our development team's collective background in Amazon Lex and conversational design goes back well before "chatbot" was a marketing word. Send us your requirements and we will send back a free quote.

Get a Free Chatbot Quote

Common Questions

Frequently asked questions

What can the bot actually handle, versus what needs a human?

Order status, account lookups, appointment questions, and common policy questions are good fits, the same narrow, measurable use cases we recommend starting with anywhere on this site. Complaints, disputes, and anything emotionally charged should still reach a person, with the conversation history already in front of them.

Does this replace Amazon Connect's IVR, or work with it?

It works inside it. A Lex bot reuses the same contact flows you already have. A step that would normally be spoken to a caller becomes a chat message, so you are not maintaining a separate system alongside Amazon Connect.

Can a chat conversation turn into a phone call?

Yes. Escalating a chat session to a live voice call is a standard Amazon Connect capability, and it is one of the more useful reasons to start a request in chat in the first place.

What happens if the bot doesn't know the answer?

It hands off to an agent with the conversation history preserved, rather than making the customer repeat themselves. Chat sessions are also persistent, so if someone steps away, the conversation picks back up later instead of starting over.

How much does a custom chatbot cost, and how long does it take?

It depends on scope, a narrow FAQ bot is a different project than one integrated with order or account lookups. It is not part of the fixed-fee Quickstart foundation, so we scope it on a short call and send back a free quote before any work starts.

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Why speech recognition through Lex is finally cheap enough to retire the old DTMF call tree.

Speech recognition and chatbots were part of DrVoIP's work well before Amazon Connect existed.

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Chat

Voice

Speech Recognition

History

Ready to design your chatbot?

Send us your requirements and we will send back a free quote, scoped to what your callers and website visitors actually ask for.