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Amazon LEX

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Presented By: Amazon Connect

Amazon Lex is an AWS ML service for building conversational interfaces into any application using voice and text. With Amazon Lex, you can quickly and easily build sophisticated, natural language, conversational bots (“chatbots”), virtual agents, and IVR systems.

Automated Chatbot Designer is a recently launched feature of Lex that helps customers design conversational bots using existing conversation transcripts in hours rather than weeks. Using machine learning (ML), it can analyze thousands of lines of transcripts and provide an initial bot design that includes common intents as well as the information needed to fulfill them. Customers can iterate on the bot design, add prompts, build, test, and deploy the bot to deliver effective conversational experiences.

The automated chatbot designer uses machine learning (ML) to analyze conversation transcripts and semantically cluster them around the most common intents and related information. The chatbot designer gives customers the ability to go from historical conversation transcripts to a bot design automatically in the Amazon Lex platform. This enables customers to seamlessly iterate on their bot design and deploy to production within the same bot creation flow. 

Enterprises are seeing chatbots transform the way they communicate with their customers and employees across a wide variety of use cases. Chatbots can automate common user queries and tasks while freeing human agents to focus on complex issues that require human judgement. They are going beyond customer service and providing self-service capabilities at scale for additional use cases such as HR, IT, finance, and more. While everyone accepts that voice and chat bots are the way to go, they can’t get bots out fast enough for all the use cases so this will help alleviate that. It’s becoming self-service, automated.

Amazon Lex Automated Chatbot Designer accelerates the ability to create these self-service bots. For example, wrt contact centers (one of the biggest users of chatbots and virtual agents), with the automated chatbot design feature of Amazon Lex, people can identify different paths in calls quickly based on the conversational data. The automated discovery accelerates our time-to-market across our client engagements and helps us deliver better customer experiences.