When would you typically use SSML in Amazon Connect?

Using Speech Synthesis Markup Language (SSML) in Amazon Connect is particularly relevant when there is a need to enhance the quality and naturalness of synthesized speech produced by Amazon Polly. SSML provides a way to control various aspects of speech, such as pronunciation, intonation, pitch, and speed. This is especially useful in scenarios where specific names, technical terms, or acronyms need to be pronounced in a particular way to ensure clarity and comprehension for the caller.

For example, if a virtual agent needs to read a user’s name or a product name that may not be commonly recognized or pronounced correctly by standard text-to-speech functionality, SSML allows the developer to specify how those terms should sound. By effectively using SSML, businesses can create a more personalized and professional interaction, making the experience smoother for customers.

Addressing other options, while storing user preferences, logging call data, and managing queues are essential functions within Amazon Connect, they do not directly involve the modification of speech characteristics that SSML facilitates. These actions serve different purposes related to user experience and data management, rather than focusing on the pronunciation and quality of voice output.