AWS Architecture Blog

Category: Amazon Lex

Architecture diagram

Enhance Your Contact Center Solution with Automated Voice Authentication and Visual IVR

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 […]

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Figure 1. End-customer call flow

Integrating Amazon Connect and Amazon Lex with Third-party Systems

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 […]

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Figure 1. Enterprise customer engagement channels and corresponding AWS services

Architecting Cross-channel Intelligent Customer Engagements

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 […]

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Notional architecture for Serverless Bot Framework & Salesforce Integration

Build Chatbots using Serverless Bot Framework with Salesforce Integration

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 […]

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Field Notes: Improving Call Center Experiences with Iterative Bot Training Using Amazon Connect and Amazon Lex

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 […]

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Intuit: Serving Millions of Global Customers with Amazon Connect

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, […]

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