Amazon Lex for Retail

Deliver personalized conversational experiences across a range of customer touchpoints

Elevate Retail with Amazon Lex

AWS enables retailers to provide compelling experiences that attract more customers, drive more sales, and deliver results on a fast, flexible, and scalable cloud infrastructure. Amazon Lex helps deliver a dynamic conversational experience as retailers experiment with new ideas, optimize operations, and increase conversions.Amazon Lex for Retail offers pre-built solutions so you can deliver a consistent brand experience across a range of touchpoints and transform customer engagement. The pre-built chatbots can deliver automated interactions such as checking order status, redeeming loyalty points, and finding a retail store location. The pre-built bots provide ready-to-use bot configuration along with sample business logic integrations for retail use cases. You can deploy these in the contact center (e.g., Amazon Connect), social media platforms (e.g., Facebook Messenger) or a mobile application to create rich experiences across the entire customer lifecycle.
Two women using a tab device and browsing clothes on a rack in a store


Amazon Lex helps you easily create personalized conversations incorporating customer purchase history and profile information. With the pre-built bots, you can dynamically manage dialog to surface product recommendations and cross-sell suggestions based on parameters and data that you define. Native integration with Amazon Polly allows you to select a voice suited to your brand from a range of neural text-to-speech (NTTS) voices that offer a richer, more lifelike speech quality. Amazon Lex helps refine customer engagement so you can achieve a consistent brand experience, influence customer actions, and increase revenue.
Purpose-built bots for Retail can help you improve customer support efficiency, boost team productivity, and drive service innovation. The pre-built bots include authentication and verification flows along with robust conversation patterns such as periodic updates while a call is on hold. Using Amazon Kendra, a highly accurate and easy-to-use intelligent search service, you can easily configure the bot to answer questions and help customers complete their purchase. Amazon Lex enables you to automate the customer service experience so you can control costs and pass along savings to your customers.
Amazon Lex provides capabilities so you can engage seamlessly with customers as they move across different channels. You can easily persist context and data in Lex to deliver a fluid experience through both voice and chat modalities. The pre-built bots can easily integrate with Amazon Connect, an easy-to-use omnichannel cloud contact center that helps you provide superior customer service. You can enable concurrent interactions (e.g., social media and SMS) and channel specific conversation patterns (e.g., putting a call on hold) to deliver better end-to-end experiences.

Use Cases

Build relationship with customers by delivering contextual and personalized interactions on a channel of their choice. With the pre-built bots, you can automate account management processes such as modifying contact details, adding a payment method, resetting account password, and updating shipping preferences. Amazon Lex helps you streamline customer communication, provide timely support, and enable engaging experiences to increase brand loyalty.
Consumers are adopting a digital-first experience for product discovery, purchase, and fulfillment. Use the pre-built solutions to turn common order management activities such as providing inventory details, modifying orders, and managing refunds into automated voice or chat interactions. Building on AWS empowers you to modernize customer lifecycle management, adapt to rapidly changing customer behaviors and expectations, and drive business growth.
A reliable and efficient shipping experience is critical to growing your business online. You can deploy the pre-built bots to automate common order fulfillment activities such as tracking a package, changing shipping options, modifying the delivery date, and reporting product damage. Amazon Lex can help your customers easily access and update shipping information resulting in higher customer satisfaction.
Customer purchase analytics and real-time interaction are transforming loyalty programs. You can easily enable natural conversations with the pre-built bots for use cases such as checking loyalty points balance, providing program information, managing discounts, and redeeming rewards. Amazon Lex can facilitate effective customer service automation so you can drive repeat business, reduce churn, and increase customer lifetime value.
Branded credit services incentivize customers to spend more through discounts and promotions on purchases. You can utilize the pre-built bots for retail cards to automate routine tasks such as managing account, making payments, and supporting cash back queries. Amazon Lex is PCI DSS compliant, and can be used to deliver secure and scalable experiences.


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