Category: Amazon Lex

Enterprise document management systems (EDMS) manage the lifecycle and distribution of documents. They often rely on keyword-based search functionality. However, it increasingly becomes hard to discover documents as such repositories grow to tens of thousands of items. In this blog, we discuss how Amazon Web Services (AWS) built an intelligent search bot on top of […]

Recently, the Accenture AWS Business Group (AABG) assisted a customer in developing a secure and personalized Interactive Voice Response (IVR) contact center experience that receives and processes payments and responds to customer inquiries. Our solution uses Amazon Connect at its core to help customers efficiently engage with customer service agents. To ensure transactions are completed […]

AWS customers who provide software solutions that integrate with AWS often require design patterns that offer some flexibility. They must build, support, and expand products and solutions to meet their end user business requirements. These design patterns must use the underlying services and infrastructure through API operations. As we will show, third-party solutions can integrate […]

Recently, we have had customers express the desire to build “omni-channels.” These omni-channels provide a centralized overview of digital engagement channels that help you better understand your customers and offer a more personalized experience. Many companies have tried or are trying to implement an omni-channel strategy. However, because most existing channels are built on different platforms and […]

Conversational interfaces have become increasingly popular, both on web and mobile. Businesses realize these interactions are resulting in quicker resolutions of customer concerns than a more traditional approach of agent interactions. An intelligent chatbot on top of customer-facing platforms comes with inherent benefits. Among these are 24/7 customer support with no agent wait-times, improved operational […]

This post was co-written by Abdullah Sahin, senior technology architect at Accenture, and Muhammad Qasim, software engineer at Accenture.  Organizations deploying call-center chat bots are interested in evolving their solutions continuously, in response to changing customer demands. When developing a smart chat bot, some requests can be predicted (for example following a new product launch […]

As a 35-year-old company with an international customer base, Intuit is widely known as the maker of Quick Books and Turbo Tax, among other software products. Its 50 million customers can access its global contact centers not just for password resets and feature explanations, but for detailed tax interpretation and advice. As you can imagine, […]