AWS Machine Learning Blog

Category: Amazon Lex

How to deliver natural conversational experiences using Amazon Lex Streaming APIs

Natural conversations often include pauses and interruptions. During customer service calls, a caller may ask to pause the conversation or hold the line while they look up the necessary information before continuing to answer a question. For example, callers often need time to retrieve credit card details when making bill payments. Interruptions are also common. […]

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AWS Announces the global expansion of AWS CCI Solutions

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 […]

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Using a test framework to design better experiences with Amazon Lex

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, and deployment practices. This post provides you with a framework that helps […]

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Customization, automation and scalability in customer service: Integrating Genesys Cloud and AWS Contact Center Intelligence

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 […]

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Amazon Lex launches support for Latin American Spanish and German

¡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 […]

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How Xpertal is creating the Contact Center of the future with Amazon Lex

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 […]

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Building natural conversation flows using context management in Amazon Lex

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 […]

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AWS expands language support for Amazon Lex and Amazon Polly

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 […]

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Intelligently connect to customers using machine learning in the COVID-19 pandemic

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. […]

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Building a real-time conversational analytics platform for Amazon Lex bots

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 […]

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