Category: Amazon Lex

Enterprises often rely on unique identifiers to look up information on accounts or events. For example, airlines use confirmation codes to locate itineraries, and insurance companies use policy IDs to retrieve policy details. In customer support, these identifiers are the first level of information necessary to address customer requests. Identifiers are typically a combination of […]

July 2024: The solution in this blog post is now obsolete with the release of Amazon Lex V2. You’ve rolled out a conversational interface powered by Amazon Lex, with a goal of improving the user experience for your customers. Now you want to track how well it’s working. Are your customers finding it helpful? How are […]

July 2024: The solution in this blog post is now obsolete with the release of Amazon Lex V2. As a product owner for a conversational interface, understanding and improving the user experience without the corresponding visibility or telemetry can feel like driving a car blindfolded. It is important to understand how users are interacting with your […]

Auto manufacturers are continuously adding new controls, interfaces, and intelligence into their vehicles. They publish manuals detailing how to use these functions, but these handbooks are cumbersome. Because they consist of hundreds of pages in several languages, it can be difficult to search for relevant information about specific features. Attempts to replace paper-based manuals with […]

July 2024: The solution in this blog post is now obsolete with the release of Amazon Lex V2. To have an effective conversation, it is important to understand the sentiment and respond appropriately. In a customer service call, a simple acknowledgment when talking to an unhappy customer might be helpful, such as, “Sorry to hear you […]

In daily conversations, you often jump back and forth between multiple topics. For example, when discussing a home improvement project related to new windows and curtains, you might have questions like, “How about closing out on curtain styles and then revisiting colors?” When AWS launched Amazon Lex Session API, you learned how to address such […]

July 2024: The solution in this blog post is now obsolete with the release of Amazon Lex V2. Ever been stumped by a question? Imagine you’re in a business review going over weekly numbers and someone asks, “What about expenses?” Your response might be, “I don’t know. I wasn’t prepared to have that discussion right now.” […]

July 2024: The solution in this blog post is now obsolete with the release of Amazon Lex V2. Today, many companies use one-time passwords (OTP) to authenticate users. An application asks you for a password to proceed. This password is sent to you via text message to a registered phone number. You enter the password to […]

Anyone who has tried building a bot to support interactions knows that managing the conversation flow can be tricky. Real users (people who obviously haven’t rehearsed your script) can digress in the middle of a conversation. They could ask a question related to the current topic or take the conversation in an entirely new direction. […]

Businesses use the Twilio platform to build new ways to communicate with their customers: whether it’s fully automating a restaurant’s food orders with a conversational Interactive Voice Response (IVR) or building a next generation advanced contact center. With the launch of Media Streams, Twilio is opening up their Voice platform by providing businesses access to […]