Posted On: May 13, 2022

Amazon Lex provides automatic speech recognition (ASR) and natural language understanding (NLU) capabilities so you can build applications and interactive voice response (IVR) solutions with engaging user experiences. Starting today, you can programmatically provide phrases as hints during a live interaction to influence the transcription of spoken input. For example, when interacting with a banking IVR, a customer might use a nickname (“Smythe’s checking”) for the destination account . You can execute business logic to identify all the payee nicknames associated with the caller’s account and supply these as hints, improving transcription of names. Better recognition drives efficient conversations and ultimately increases customer satisfaction.

Phrase hints can be configured using the Lex V2 SDK and API. The capability is available for English (US) and English (UK) in all AWS Regions where Amazon Lex operates. To learn more, visit the Amazon Lex documentation page.