Amazon Lex for Telecom

Enable natural conversational experiences on a secure and scalable infrastructure


Amazon Lex enables you to deliver customized experiences so you can adapt to the rapidly evolving customer service needs. You can use the pre-built bots to orchestrate dialog based on business knowledge and create rich personalized experiences. Amazon Lex easily integrates with Amazon Kendra, a highly accurate and easy-to-use intelligent search service, so the bot can answer questions related to service packages or plan bundles. The conditional flows in the bots enable conversation branches based on context, allowing for effectively managing customers through the decision making and purchase process. You can now reimagine the customer experience to accelerate subscriber growth.
Amazon Lex can help you drive digital engagement in the telecom domain, with minimal effort. You can easily publish the bots on voice modality (e.g., Amazon Connect) or on text modality (e.g., Facebook messenger), from the Amazon Lex console, reducing time to deploy new customer experiences. The pre-built bots can help in troubleshooting a customer issue by collecting information upfront, performing basic triage, and then handing over the relevant information to a customer service agent for a faster resolution. You can create flows for common tasks (e.g., making a payment) or conversation patterns (e.g., transaction progress updates) resulting in reduced effort and an expedited delivery of customer service solutions.
As a managed service, Amazon Lex provides policies so you can control access to resources based on user profiles. The pre-built solution provides authentication and verification logic that you can easily incorporate into your conversation flows. You can obfuscate selected information in conversation logs and opt out of having your content stored. Amazon Lex is PCI, SOC, and ISO compliant. The AWS core infrastructure meets stringent security and data requirements for telecom providers and you can build with confidence to deliver secure experiences.