Amazon Connect

Correct Answer: Amazon Lex integration to build a conversational AI bot

The most suitable Amazon Connect feature for providing a self-service option for customers to check their order status would be Amazon Lex integration. Amazon Lex allows building conversational AI bots that can understand natural language input from customers and provide relevant responses. By integrating Amazon Lex with Amazon Connect, the company can create a bot that can understand customer queries about order status and provide the necessary information by fetching it from backend systems. Contact Flows are used for routing customers to appropriate agent queues and would not be the best fit for a self-service option. Amazon Polly is a text-to-speech service and while it can be used to provide dynamic order status updates, it alone is not sufficient for understanding customer input and providing the required information. Amazon Connect APIs can be used to fetch order status programmatically, but would still need to be integrated with a conversational interface like Amazon Lex for the best customer experience in a self-service scenario.

Correct Answer: Amazon Lex integration for natural language understanding and conversational interfaces

Amazon Lex integration is the most suitable feature for providing a self-service option for customers to check their account balances. Lex enables natural language understanding and conversational interfaces, allowing customers to interact with the system using natural language queries or commands. This would enable customers to simply ask for their account balance and receive the information without needing to navigate complex menus. Contact Flows are more suited for routing calls and creating IVR menus, but do not provide the natural language capabilities needed for this use case. Amazon Polly converts text to speech, which is not the primary requirement here. The Amazon Connect Streams API is used for customizing agent experiences and CRM integrations, which is not relevant to this self-service use case.

Correct Answer: Contact Flow Builder

The Contact Flow Builder is the Amazon Connect feature that enables the creation of automated customer interactions using a drag-and-drop interface. It allows building contact flows to define the customer experience without needing to write code. Real-Time Contact Lens provides sentiment analysis but does not enable creating automated interactions. Agent Scripting guides agents through conversations but is not for creating automated interactions. Lex Chatbot Integration allows building conversational interfaces but using Lex, not a drag-and-drop interface within Connect.