Author: Brian Yost

Amazon Lex provides automatic speech recognition (ASR) and natural language understanding (NLU) technologies to transcribe user input, identify the nature of their request, and efficiently manage conversations. Lex lets you create sophisticated conversations, streamline your user experience to improve customer satisfaction (CSAT) scores, and increase containment in your contact centers. Natural, effective customer interactions require […]

Amazon Lex can add powerful automation to contact center solutions, so you can enable self-service via interactive voice response (IVR) interactions or route calls to the appropriate agent based on caller input. These capabilities can increase customer satisfaction by streamlining the user experience, and improve containment rates in the contact center. In both the self-service […]

Amazon Lex is a service for building conversational interfaces into any application using voice and text. To build truly engaging conversational experiences, you need high quality speech recognition and natural language understanding that understands the intent of the customer accurately. We are excited to announce that Amazon Lex now supports Australian English. With Australian English, […]

Customer service conversations typically revolve around one or more topics and contain related questions. Answering these questions seamlessly is essential for a good conversational experience. For example, as part of a car rental reservation, you have queries such as, “What’s the charge for an additional driver?” or, “Do you have car seats for kids?” Starting […]

We often have questions when making a choice about a product or service. When was the last time you found yourself at the IT help desk at work? You probably had questions like “What time does the IT Help Desk open?” or “Can I get a temporary machine while you repair my laptop?”  Quick and […]

July 2024: The solution in this blog post is now obsolete with the release of Amazon Lex V2. You’ve rolled out a conversational interface powered by Amazon Lex, with a goal of improving the user experience for your customers. Now you want to track how well it’s working. Are your customers finding it helpful? How are […]

Conversational interfaces are transforming the way people interact with software applications and services. They are untethering people from keyboards and smartphone gestures by replacing those interfaces with a more natural style of interaction: the spoken word. Increasingly, people are opting to interact with a bot when they need an answer to a question, to set […]