AWS Lex bot live human takeover

Question

I am building a bot on AWS Lex. I wanted to know if there is a way, I could integrate a live human take over when the bot is unable to handle some task or it needs to.

Tried searching but no luck. If you could point me to some documentation or plugin, it would be helpful.

Thanks

Answer 1

AWS Lex doesn't support live agent integration. Live agent feature is part of ticketing systems like Twilio Flex, Service cloud (salesforce), Service Now etc. Custom implementation has to be made for routing between live agent and the bot. More detailed inputs are in this blog: https://www.smartbots.ai/2019/06/12/how-to-implement-live-agent-feature-in-customer-support-chatbots/

Answer 2

As of today, AWS Lex doesn't provide that functionality.

Source: I asked this question in the official AWS forums and an AWS member confirmed the information.