![]() This is designed to provide for a better user experience for customer-based applications using voice. Amazon PollyĪmazon Polly is able to turn text, like conversation transcripts, into extremely human-like speech patterns. Small businesses and large enterprises can both utilize Amazon Connect, as the cost and services provided scale to the size of the customer. Amazon ConnectĪmazon Connect is Amazon's self-service contact center product, which provides an all-in-one contact center for any organization. Amazon Lex Tutorial: Using Amazon Lex and Amazon Polly to Create a Botįour key Amazon Connect technologies can be used by your organization to build, test, and deploy a reliable, stable, and intelligent chatbot: 1. Not only do they provide a great customer experience based on business logic, but they can deal with 1,000 customers just as easily as 100 customers. Building conversational interfaces within Amazon Connect is very scalable. If the chatbot cannot answer questions, it can still politely escalate to a real person. This is tremendously advantageous, because depending on the bot design, Amazon Connect with Lex can answer rudimentary questions without the need for a paid customer service representative. This offers a completely new dimension to customer support. But today, a customer service chatbot can listen to, understand, and provide answers vocally. Traditionally, chatbots have just been text-based. ![]() When they are used, they can deal with many customers at once. If they aren't used, they aren't a sunk cost in the way an employee would be. Instead of users having to search for "shipping times + Canada," fos example, the user can instead ask the Amazon Lex chatbot "How long does it take to ship a package to Canada?" The chatbot will identify intent with natural language understanding and "know" that the user is asking for "shipping + Canada." Amazon Lex will then attempt to answer the question just as a human agent would.Ī Lex bots is a cost-effective alternative to hiring more customer service representatives. What Are the Advantages of Amazon Lex Chatbot?Īmazon Connect with Lex allows contact centers to design chatbots that have the ability to parse organic speech with machine learning language models. ![]() All of this means that your user experiences can be improved vastly through the use of an Amazon Lex chatbot. Most millennial customers are going to contact customer service directly as a last resort. Millennials have grown up accustomed to emails and chat communications via Facebook messenger and DMs on mobile devices, rather than telephone calls. They want to get their information through a knowledgebase, wiki page, forum posts, or other web applications. Do you want to improve the user experiences in your contact center? Based on how we understand the user today, we know that customers prefer self-service. ![]()
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