Amazon Lex for Travel

Expedite delivery of seamless connected experiences to transform customer service

Streamline Travel with Amazon Lex

AWS has the best services, most experience, and fastest rate of innovation in the cloud. By building on AWS, leading travel and hospitality companies are able to control costs and respond quickly to ever-changing travel market dynamics. Using Amazon Lex, travel companies can deliver differentiated experiences as they enable modern customer service that can anticipate customer needs and resolve issues efficiently.

Amazon Lex for Travel offers pre-built solutions so you can create service interactions with ease, reducing load on your service center. The pre-built chatbots allow you to automate traveler customer service requests related to itinerary management, hotel reservations, pre-flight queries, and rental bookings. The purpose-built bots provide conversational experiences including conversation flows, context management, dialog orchestration, and business logic interface so you can quickly deploy to voice or chat modality on a channel of your choice. You can expedite delivery of seamless connected experiences while optimizing core operations, controlling IT costs, and transforming customer service.

A person unlocking a door using a smartphone


Amazon Lex provides high quality speech recognition and natural language understanding capabilities so you can deploy sophisticated conversational experiences in the contact center (e.g., Amazon Connect), social media platforms (e.g., Facebook Messenger) or mobile application. The pre-built bots include conversation patterns to disambiguate user input, dialog orchestration to collect information such as confirmation codes, and authentication flows to verify users. You can easily facilitate seamless handovers across different channels to deliver a rich connected experience.
AWS offers comprehensive services so you can combine different types of data and analytical approaches to gain deeper insights and drive more actionable outcomes. With the pre-built bots, you can provide recommendations, surface relevant offers, and deliver tailored messages based on insights derived from your unique data. You can easily integrate with other machine learning services to deliver personalized experience and drive higher customer satisfaction.
Amazon Lex is a completely managed service that can automatically scale with usage, so you don’t need to worry about provisioning hardware. The pre-built bots provide integration for business logic execution so you can quickly support end-to-end transactions. You can easily publish your bot on different modalities and channels, directly from the Amazon Lex console, reducing multi-platform development efforts.

Use Cases

Amazon Lex enables you to deliver a customer-centric experience that gives your passengers a choice on how they engage. The pre-built bots can be used to provide efficient and engaging service by automating processes such as making and managing reservations, modifying flight preferences, tracking baggage, and answering pre-flight queries. A faster and richer omnichannel experience improves customer satisfaction and allows you to increase the lifetime value and drive brand loyalty.
Customers expect a personalized service across the different touch points including before and after the stay. With the pre-built solutions, you can customize responses based on the guest profile as you help them with managing hotel bookings, understanding property amenities, planning their stay, or ordering in-room service. Amazon Lex enables delivery of a fast, consistent, and personalized guest experience so you can delight your customers.
Companies are focusing on a mobile-first strategy as customers seek convenience every time they rent a vehicle. The pre-built bots can help expedite rental reservations, streamline roadside support, and answer billing inquires. You can benefit from integration with other AWS machine learning services to improve workflows such as contract processing for increased efficiencies. With a completely automated end-to-end solution, you can simplify the rental experience and attract new customers.
Amazon Lex can help you improve the experience for guests as well as property owners. With the pre-built bots, you can automate booking process, facilitate check-ins, streamline housekeeping communication, and manage payments. For the property owner, the pre-built solutions can help with the onboarding experience, managing listings, and restocking household goods. Short term rental companies and partners can use Amazon Lex as they adopt a more interactive customer service model to achieve differentiation.
Travelers are seeking tailor-made experiences as they research, plan, and book their trip. With Amazon Lex, you can provide customized conversational experience by incorporating recommendations for package deals and vacation bundles. The pre-built bots can be used on chat as well as voice modalities to answer questions related to checking itinerary availability, understanding hotel amenities, and redeeming rewards points. You can facilitate effective conversations with better engagement and lower resolution time, resulting in higher customer satisfaction.