Category: Amazon Lex

We’re excited to announce the global availability of AWS Contact Center Intelligence (AWS CCI) solutions powered by AWS AI Services and made available through the AWS Partner Network. AWS CCI solutions enable you to leverage AWS machine learning (ML) capabilities with your current contact center provider to gain greater efficiencies and deliver increasingly tailored customer […]

November 2022: This post was updated to work for Amazon Lex V2. Chatbots have become an increasingly important channel for businesses to service their customers. Chatbots provide 24/7 availability and can help customers interact with brands anywhere, anytime and on any device. To effectively utilize chatbots, they must be built with good design, development, test, […]

This is a guest post authored by Rebecca Owens and Julian Hernandez, who work at Genesys Cloud.  Legacy technology limits organizations in their ability to offer excellent customer service to users. Organizations must design, establish, and implement their customer relationship strategies while balancing against operational efficiency concerns. Another factor to consider is the constant evolution […]

¡Amazon Lex lanza soporte para español para América Latina! Amazon Lex startet auf Deutsch! Amazon Lex is a service for building conversational interfaces into any application using voice and text. Starting today, Amazon Lex supports Latin American Spanish and German. Now you can easily create virtual agents, conversational IVR systems, self-service chatbots, or application bots […]

This is a joint blog post with AWS Solutions Architects, Jorge Alfaro Hidalgo and Mauricio Zajbert, and Chester Perez, the Contact Center Manager at Xpertal. Fomento Económico Mexicano, S.A.B. de C.V. (FEMSA) is a Mexican multinational beverage and retail company headquartered in Monterrey, Mexico. Fomento Económico Mexicano, S.A.B. de C.V., or FEMSA, is a Mexican […]

Understanding the direction and context of an ever-evolving conversation is beneficial to building natural, human-like conversational interfaces. Being able to classify utterances as the conversation develops requires managing context across multiple turns. Consider a caller who asks their financial planner for insights regarding their monthly expenses: “What were my expenses this year?” They may also […]

At AWS, our mission is to enable developers and businesses with no prior machine learning (ML) expertise to easily build sophisticated, scalable, ML-powered applications with our AI services. Today, we’re excited to announce that Amazon Lex and Amazon Polly are expanding language support. You can build ML-powered applications that fit the language preferences of your […]

The pandemic has changed how people interact, how we receive information, and how we get help. It has shifted much of what used to happen in-person to online. Many of our customers are using machine learning (ML) technology to facilitate that transition, from new remote cloud contact centers, to chatbots, to more personalized engagements online. […]

Conversational interfaces like chatbots have become an important channel for brands to communicate with their customers, partners, and employees. They offer faster service, 24/7 availability, and lower service costs. By analyzing your bot’s customer conversations, you can discover challenges in user experience, trending topics, and missed utterances. These additional insights can help you identify how […]

Amazon Lex provides the power of automatic speech recognition (ASR) for converting speech to text, along with natural language understanding (NLU) for recognizing user intents. This combination allows you to develop sophisticated conversational interfaces using both voice and text for chatbots, IVR bots, and voicebots. This week, we’re announcing Amazon Lex support for British English […]