AWS Machine Learning Blog

Category: Messaging

Build a predictive maintenance solution with Amazon Kinesis, AWS Glue, and Amazon SageMaker

Organizations are increasingly building and using machine learning (ML)-powered solutions for a variety of use cases and problems, including predictive maintenance of machine parts, product recommendations based on customer preferences, credit profiling, content moderation, fraud detection, and more. In many of these scenarios, the effectiveness and benefits derived from these ML-powered solutions can be further […]

Build a virtual credit approval agent with Amazon Lex, Amazon Textract, and Amazon Connect

Banking and financial institutions review thousands of credit applications per week. The credit approval process requires financial organizations to invest time and resources in reviewing documents like W2s, bank statements, and utility bills. The overall experience can be costly for the organization. At the same time, organizations have to consider borrowers, who are waiting for […]

Manage dialog to elicit Amazon Lex slots in Amazon Connect contact flows

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 […]

Receive notifications for image analysis with Amazon Rekognition Custom Labels and analyze predictions

Amazon Rekognition Custom Labels is a fully managed computer vision service that allows developers to build custom models to classify and identify objects in images that are specific and unique to your business. Rekognition Custom Labels doesn’t require you to have any prior computer vision expertise. You can get started by simply uploading tens of […]

Post call analytics for your contact center with Amazon language AI services

This blog post was last reviewed and updated March, 2022. Added support for Transcribe Call Analytics call summarization. See New features. Your contact center connects your business to your community, enabling customers to order products, callers to request support, clients to make appointments, and much more. Each conversation with a caller is an opportunity to […]

Get value from every customer touchpoint using Amazon Connect as a data gathering mechanism

The recent pandemic and the impossibility of meeting customers in person has made two-way contact centers an effective tool for sales representatives. Amazon Connect is the ideal service to manage these contacts, and its adoption gives you the opportunity to gather new business insights. Thanks to Amazon Connect, you can program outbound calls to reach […]

Use Block Kit when integrating Amazon Lex bots with Slack

If you’re integrating your Amazon Lex chatbots with Slack, chances are you’ll come across Block Kit. Block Kit is a UI framework for Slack apps. Like response cards, Block Kit can help simplify interactions with your users. It offers flexibility to format your bot messages with blocks, buttons, check boxes, date pickers, time pickers, select […]

Event-based fraud detection with direct customer calls using Amazon Connect

Several recent surveys show that more than 80% of consumers prefer spending with a credit card over cash. Thanks to advances in AI and machine learning (ML), credit card fraud can be detected quickly, which makes credit cards one of the safest and easiest payment methods to use. The challenge with cards, however, is that […]

Deliver personalized customer support experiences with Amazon Connect, Amazon Lex, and Salesforce

The last year has made delivering high-quality customer contact center support extremely challenging. Consumers have increasingly abandoned brick-and-mortar retail shopping and traditional banking in favor of digitally enabled experiences, which brings unprecedented call volumes to contact centers. In many cases, call center staff are also working remotely, which makes it even more difficult to meet […]

Implement live customer service chat with two-way translation, using Amazon Connect and Amazon Translate

Many businesses support customers across multiple countries and ethnic communities, and therefore need to provide customer service in a wide variety of local languages. It’s hard to consistently staff contact centers with agents with different language proficiencies. During periods of high call volumes, callers often must wait on hold for an agent who can speak […]