Add Conversational AI across text and voice interfaces
Conversational AI interfaces add human-like conversation capabilities to your business applications by combining different artificial intelligence technologies like natural language processing (NLP), natural language understanding (NLU) and natural language generation (NLG).
Conversational interfaces continue to grow as one of the preferred ways for users to interact with businesses. Enterprises are building interfaces like chatbots, virtual assistants for their business processes and deploying interactive virtual response (IVR) in their preferred contact center to better understand the customer needs, solve queries faster and automate tasks.
With Amazon's Conversational AI (CAI) solutions, enterprises can use Amazon Lex in conjunction with AWS artificial intelligence services AI services like Amazon Kendra, Amazon Polly and others. With built-in integrations for contact center solutions like Amazon Connect and other third-party solutions organizations can build highly effective conversational interfaces.
Increase customer satisfaction by streamlining your self-service processes and reduce operational costs all while speeding up time-to-market.
Why AWS Conversational AI
AWS Conversational AI powered by Amazon Lex
Build the best-in class conversational interfaces with Amazon Lex. It helps you deliver conversational interface that is on-demand, natural and efficient. Amazon Lex enables sophisticated conversations through high quality speech recognition, natural language understanding and ability to transact based on business logic. It is built for easy use across different user personas with varying technical skill levels, whether it's the no-code visual builder or enabling modular development through bot orchestration.
Amazon Lex offers scalable omni-channel experience as it supports easy integration with any contact center telephony platform like Amazon Connect, Genesys, Avaya, Talkdesk or others and channels such as SMS and Facebook Messenger. It also enables interactions across multiple channels like phone, chat, email, collaborative tools, websites, and more and auto scales based on demand.
Use cases
Customer Service
Enable self-service capabilities with virtual contact center agents and interactive voice response (IVR) to solve customer queries faster
Intelligent Routing
Build interfaces based on call intent to seamlessly help customers get to the right human agent in the contact center with quick call transfers.
Enterprise Productivity
Design conversational solutions that provide responses to frequently asked questions for technical support, HR benefits, finance and many more.
Sales and Marketing
Automate user tasks in your applications like the CRM and across any digital channel of your choice. add CRM and upsell.
Featured Solution on AWS
Discover Purpose-Built Services, AWS Solutions, Partner Solutions, and Guidance to rapidly address your business and technical use cases.
QnABot on AWS
QnABot on AWS is a multi-channel, multi-language conversational interface (chatbot) that responds to your customer’s questions, answers, and feedback. It allows you to deploy a fully functional chatbot across multiple channels including chat, voice, SMS, and Amazon Alexa.
Benefits
Multi-channel engagement
Conversational AI enables organizations to build interfaces like chatbots, voice assistants, interactive kiosks for use cases across multiple verticals to engage with customers for solving queries and receiving feedback to gather insights.
Increase customer satisfaction
Natural sounding conversations across voice or text interface help answer queries effectively and complete simple tasks. These human-like interactions allow users to get the required information. It helps boost customer loyalty by removing long hold times and inconsistent experiences.
Reduce operational costs
Reduce development time for voice and text interfaces with pre-built integrations and collaborations across first party, third party tools and services. Provide 24/7/365 coverage for customers by reducing the load on call centers, thus lowering overall customer support costs.
Faster time to market
With support across channels like phone, chat, email, collaborative tools, websites, and more and ability to handle millions of text and speech conversations organizations can go to market at faster pace to keep up with the customer demands.
Customer stories
Improved customer service by automating 3 million enquiries a year
Using Amazon Lex and Amazon SageMaker, Ryanair built a chatbot that improves its customer support experience and helps customers find answers to their questions quickly and easily.
Built a chatbot that reached 54,000 members in 3 weeks
When the COVID-19 pandemic reached New York City in March 2020, Manhattan-based nonprofit insurer MetroPlusHealth and its more than 570,000 members found themselves in one of the epicenters. In partnership with AWS they used Amazon Lex to develop a chatbot that interacted with 54,000 members in the space of just 3 weeks, connecting New Yorkers with resources that addressed their physical, social, and emotional needs.
Saved $250,000 in annual licensing and reduced abandoned calls by 31%
Using Amazon Lex helped with freeing human agents from dealing with member authentication, billing inquiries, order checks and similar routine tasks. Bots also supported chat and social media message feeds, which incur high traffic volumes.
Processed over 75% of driver’s licenses without manual intervention
Used Amazon Lex to build a Conversational AI chatbot to guide customers on their journey and answer any questions about which documents to share. It also provides instant checks on whether documents have been uploaded correctly, spotting errors such as a driver’s license with a blurred photo.
Built a rich data model that gave them key insights about what customers were contacting them about with 90% accuracy.
Replaced their telephony systems with Amazon Connect and switched to Amazon Lex which gave a secure and flexible end-to-end IVR system. The telephony systems helped generate transcripts and identify important customer experience indicators that they combined with the
information from Amazon Lex chatbots.
Partners
Resources
Learn About New Amazon Lex Features to Accelerate Customer Time to Value
Watch the video
Transform your contact center with Conversational AI and Real-time Call Analytics
Watch the video
Fast, Scalable Multi modal Conversational AI powered by Amazon Lex and NLX
Watch the webinar
Ready to get started?
Contact us for more information on AWS AI and ML solutions for Conversational AI solutions
Use Amazon Lex to deploy your own multi-channel, multi-language conversational interface