Category: Amazon Lex

As air travel starts to pick up in many parts of the world, digitization continues to transform the aviation industry. Airlines are working to reduce the number of touchpoints at the airport. Best practices have been implemented to minimize the number of physical interactions between employees and travelers. As a result, customer service is undergoing […]

Auto insurance companies are focusing on digital innovations to meet customer needs. Digital-first engagements provide tailored coverage, transparent information, and seamless experiences. The shift to virtual channels for customer service that occurred during the pandemic is unlikely to revert to traditional channels for many customers. The change in consumer behavior continues to accelerate due to […]

As you plan your new Amazon Lex application, the following conversation design best practices can help your team succeed in creating a great customer experience. In our previous post, we discussed how to create the foundation for good conversation design. We explored the business value of good conversational design and provided some tips on building a team. We also talked about the importance of identifying use cases to create an informed foundation for your conversational interfaces. Throughout our series, we emphasize the importance of keeping the customer at the focus of your design process—this will improve the customer experience.

New trends are shaping the credit card industry as shopping habits have rapidly evolved over the last 18 months. The pandemic has accelerated the move away from cash towards cards. Card issuers are transforming their products to better serve cardmembers through innovations such as contactless payments and mobile wallet. The rapid change in consumer behavior […]

Conversational interfaces have the potential to allow customers to interact more naturally with automated systems. From virtual assistants to concierge chatbots, conversational interfaces can bring convenience and personalization to customers at scale. However, these benefits depend not only on the technology that the Amazon Lex platform and other AWS services can provide, but also on […]

Multiple pieces of information are often required to complete a task or to process a query. For example, when talking to an insurance agent, a caller might ask, “Can you provide me quotes for home, auto, and boat?” The agent recognizes this as a list of policy types before continuing with the conversation. Automation of […]

If you’re integrating your Amazon Lex chatbots with Slack, chances are you’ll come across Block Kit. Block Kit is a UI framework for Slack apps. Like response cards, Block Kit can help simplify interactions with your users. It offers flexibility to format your bot messages with blocks, buttons, check boxes, date pickers, time pickers, select […]

Customers expect personalized contact center experiences. They want easy access to customer support and quick resolution of their issues. Delighting callers with a quick and easy interaction remains central to the customer experience (CX) strategy for support organizations. Enterprises often deploy omni-channel contact centers so that they can provide simple mechanisms for their customers to […]

For the past few decades, physician burnout has been a challenge in the healthcare industry. Although patient interaction and diagnosis are critical aspects of a physician’s job, administrative tasks are equally taxing and time-consuming. Physicians and clinicians must keep a detailed medical record for each patient. That record is stored in the hospital electronic health […]

The last year has made delivering high-quality customer contact center support extremely challenging. Consumers have increasingly abandoned brick-and-mortar retail shopping and traditional banking in favor of digitally enabled experiences, which brings unprecedented call volumes to contact centers. In many cases, call center staff are also working remotely, which makes it even more difficult to meet […]