Tag: Amazon Lex

The new open-source Amazon Lex connector for Cisco Webex Contact Center enables organizations to deploy AI-powered virtual agents within their existing Cisco environment without costly rebuilds, delivering natural voice interactions across 25+ languages while maintaining current workflows and systems. This integration combines AWS AI services including Amazon Lex, Amazon Polly, and Amazon Bedrock with Cisco’s contact center platform to provide immediate customer responses, reduce wait times, and allow agents to focus on complex interactions that require human expertise.

Cloud-based contact centers that leverage AI for enhancing the customer experience are gaining wide acceptance. TCS RemacX is an AI-powered CX collaboration space that extends Amazon Connect’s out-of-the box capabilities. It provides ways for customers to get insurance quotes, for example, and assists customer with FAQs using Amazon Lex. It also supports proactive customer communication like automated reminders for payments due using Amazon Pinpoint, and video calling using Amazon Chime.

IBM Consulting Platform Services on AWS enables intelligent application management in the AWS environment. It empowers IT leaders, developers, and site reliability engineers with artificial intelligence (AI)-powered management of complex hybrid and cloud-native enterprise applications. Learn how IBM Consulting Platform Services on AWS is built using AWS-native services, helping enterprise customers embrace the new cloud operating model by streamlining Day 2 operations.

We are excited to announce the new AWS Conversational AI Competency launching in Q1 2023, which helps enterprises implement high-quality, highly effective chatbot, virtual assistant, and IVR solutions through the expertise of AWS Partners. AWS Conversational AI Competency Partners provide domain expertise, tools, and services to aid in selecting use cases, defining Natural Language Understanding (NLU) Intents and training phrases, designing effective conversational flows, and more.

How can you create and deliver consistent, convenient, and unified customer experiences that drive growth? Learn how Accenture’s Connected Customer Experience solves these challenges through its Unified Agent Portal, which provides truly omnichannel (voice, chat, SMS, email, and video) interaction handling, ticket management, dashboards and reporting, and role-based views for agents and supervisors in a user-friendly single pane of glass.

With the rise of voice assistants like Amazon Alexa, customer expectations for handling inquiries and transactions have shifted from the outdated phone keypad, also known as dual tone multi-frequency (DTMF), to modern conversational AI that enables machines to communicate with human beings. In this post, we demonstrate how Presidio implemented conversational AI to check the wait time and reserve a table at a restaurant using Amazon Chime SDK, Amazon Lex, and Amazon Polly.

The restaurant industry is experiencing an unprecedented transformational change. Elevated expectations for cleanliness, health, and safety are accelerating the adoption of contactless technologies, curbside pickup options, and mobile payments. Learn how Capgemini’s Digital Cloud Platform (DCP) for Restaurants empowers the industry to reimagine digital transformation by delivering compelling customer interaction and streamlined operations while reducing costs and improving efficiency.

Customer experience is at its best when a customer perceives the experience offered is unique and aligns to their preferences. The need to engage, at a very personal level, becomes key. Learn how Capgemini’s data and analytics practice implements customer intelligence platforms on AWS to help companies build a unified data hub. This enables customer data to be converted into insights that can be used for reporting and building AI/ML predictive analytics capabilities.

Some contact center platforms don’t offer native integrations with AWS AI/ML services. Consequently, customers must learn to live with a “just enough” contact center until their license agreements expire, look for other options beyond AWS, or wait for the platform provider to build the integrations in future releases. Learn how Universal Speech Solutions (also known as Unispeech) created AWS AI/ML plugins that enable the non-native integrations.

Today’s global marketplace relies heavily on contact centers for streamlining, maintaining, and maximizing customer service and sales at scale. Explore the role of machine learning solutions in transforming contact centers and the key aspects of Quantiphi’s contact center intelligence (CCI) solution built on AWS. Learn how it helped a U.S.-based consumer healthcare organization address contact center challenges by using custom artificial intelligence and ML techniques.