Deliver personalized customer service by improving the customer experience through their channel of choice, at every stage of the traveler and guest journey
This Guidance features an integrated user interface for Travel & Hospitality customer service teams. With built-in voice, text, chat, and email applications, customer service teams can respond to customers from a single screen and build new workflows with their existing customer service applications. Customer service that spans multiple channels can improve loyalty program net promoter scores (NPS) and customer satisfaction scores (CSAT), while also reducing costs.
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Airlines
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Lodging
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Airlines
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Architecture Diagram
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Click to enlarge
Step 1
Use Amazon Simple Storage Service (Amazon S3) to store website, configuration files, and Amazon CloudFront to serve a unified user interface.
Step 2
Invoke AWS Lambda to provide personalized recommendations for travelers and generate data through Amazon API Gateway. API access is controlled through Amazon Cognito.
Step 3
Serverless database architecture runs on Amazon DynamoDB to collect key Traveler 360 data from several sources, personalization data processing workload outputs, and systems of records.
Step 4
A chatbot powered by Amazon Lex asks for traveler input data and automates the delivery of personalized user interactions and recommendations.
Step 5
Use a search service for available products to recommend in the data bank index by using Amazon OpenSearch Service.
Step 6
Use a mail or mobile push notification service to send recommendations to travelers, scheduled through Amazon Pinpoint.
Step 1
Use Amazon Simple Storage Service (Amazon S3) to store website and configuration files, and Amazon CloudFront to serve a unified user interface.
Step 2
Invoke AWS Lambda to provide personalized recommendations for travelers and generate data through Amazon API Gateway. API access is controlled through Amazon Cognito.
Step 3
A serverless database architecture runs on Amazon DynamoDB to collect key Traveler 360 data from several sources, personalization data processing workload outputs, and systems of records.
Step 4
A chatbot powered by Amazon Lex asks for traveler input data and automates the delivery of personalized user interactions and recommendations.
Step 5
Use a search service for available products to recommend in the data bank index by using Amazon OpenSearch Service.
Step 6
Use a mail or mobile push notification service to send recommendations to travelers, scheduled through Amazon Pinpoint.
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Lodging
-
Architecture Diagram
Download PDFDisclaimer: Not for production use
Click to enlarge
Step 1
Use Amazon Simple Storage Service (Amazon S3) to store website and configuration files, and Amazon CloudFront to serve a unified user interface.
Step 2
Invoke AWS Lambda to provide personalized recommendations for guests and generate data through Amazon API Gateway. API access is controlled through Amazon Cognito.
Step 3
A serverless database architecture runs on Amazon DynamoDB to collect key guest 360 data from several sources, personalization data processing workload outputs, and systems of records.
Step 4
Use a chatbot powered by Amazon Lex to ask guest input data, and automate the delivery of personalized user interactions and recommendations.
Step 5
Use a search service powered by Amazon OpenSearch Service to recommend available products in the data bank index.
Step 6
Use a mail or mobile push notification service to send recommendations to guests. Schedule the notifications using Amazon Pinpoint.
Step 1
Use Amazon Simple Storage Service (Amazon S3) to store website and configuration files, and Amazon CloudFront to serve a unified user interface.
Step 2
Invoke AWS Lambda to provide personalized recommendations for guests and generate data through Amazon API Gateway. API access is controlled through Amazon Cognito.
Step 3
A serverless database architecture runs on Amazon DynamoDB to collect key guest 360 data from several sources, personalization data processing workload outputs, and systems of records.
Step 4
Use a chatbot powered by Amazon Lex to ask guest input data, and automate the delivery of personalized user interactions and recommendations.
Step 5
Use a search service powered by Amazon OpenSearch Service to recommend available products in the data bank index.
Step 6
Use a mail or mobile push notification service to send recommendations to guests. Schedule the notifications using Amazon Pinpoint.
Well-Architected Pillars
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Operational ExcellenceRead the Operational Excellence whitepaper
The reference architecture can be scripted using an Amazon CloudFormation template. You can next add the CloudFormation template to your own development pipeline, and deploy in your cloud environment. Using Amazon CloudWatch, you can get Observability with level metrics, and personalize dashboards and logs.
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SecurityRead the Security whitepaper
Using Amazon Cognito user pools, you can use identity pools to provide built-in user management. The AWS Lambda backend has access only to the services they need, with least privilege roles. The customer data in Amazon DynamoDB is encrypted at rest.
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ReliabilityRead the Reliability whitepaper
All the serverless components are highly available, and automatically scale based on usage. We recommend Amazon DynamoDB cross-Region deployment for higher availability.
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Performance EfficiencyRead the Performance Efficiency whitepaper
Serverless architectures give you the ability to provision the exact resources that the workload needs. CloudWatch Alarms and Lambda metrics allow monitoring for expected performance. For more unexpected traffic, Amazon DynamoDB can be configured as on-demand; otherwise use provisioned mode for consistent traffic.
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Cost OptimizationRead the Cost Optimization whitepaper
Serverless architectures have a pay-per-value pricing model and scale based on demand. A good implementation is to share the same key-value tag for assets that belong to a project programmatically, and then create custom reports in AWS Cost Explorer using the key value tags.
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SustainabilityRead the Sustainability whitepaper
By choosing serverless services, you use only the resources that you need, reducing unnecessary emissions.
Disclaimer
The sample code; software libraries; command line tools; proofs of concept; templates; or other related technology (including any of the foregoing that are provided by our personnel) is provided to you as AWS Content under the AWS Customer Agreement, or the relevant written agreement between you and AWS (whichever applies). You should not use this AWS Content in your production accounts, or on production or other critical data. You are responsible for testing, securing, and optimizing the AWS Content, such as sample code, as appropriate for production grade use based on your specific quality control practices and standards. Deploying AWS Content may incur AWS charges for creating or using AWS chargeable resources, such as running Amazon EC2 instances or using Amazon S3 storage.
References to third-party services or organizations in this Guidance do not imply an endorsement, sponsorship, or affiliation between Amazon or AWS and the third party. Guidance from AWS is a technical starting point, and you can customize your integration with third-party services when you deploy the architecture.