AWS Architecture Blog

Category: Amazon Lex

Intelligent cross-channel customer engagement with real-time feedback loop

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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Virtual training on AWS and AI Services - Architecture

Measure Effectiveness of Virtual Training in Real Time with AWS AI Services

As per International Data Corporation (IDC), worldwide spending on digital transformation will reach $2.3 trillion in 2023. As organizations adopt digital transformation, training becomes an important aspect of this journey. Whether these are internal trainings to upskill existing workforce or a packaged content for commercial use, these trainings need to be efficient and cost effective. […]

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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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