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AWS Solutions Library

Guidance for Omni-Channel Customer Engagement for Travel & Hospitality on AWS

Deliver personalized customer service by improving the customer experience through their channel of choice, at every stage of the traveler and guest journey

Overview

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.

How it works

Airlines

These technical details feature an architecture diagram to illustrate how to effectively use this solution. The architecture diagram shows the key components and their interactions, providing an overview of the architecture's structure and functionality step-by-step.
Download the architecture diagram
Architecture diagram illustrating an AWS solution for omni-channel customer engagement in airlines. The diagram includes Amazon Cognito, API Gateway, Lambda, Lex, OpenSearch Service, DynamoDB, CloudFront, S3, Pinpoint, and Personalize. It shows user authentication, data flow, integration with systems of record, and push notifications, tailored for airline customer experience use cases.

Lodging

These technical details feature an architecture diagram to illustrate how to effectively use this solution. The architecture diagram shows the key components and their interactions, providing an overview of the architecture's structure and functionality step-by-step.
Download the architecture diagram
Architecture diagram showing an AWS Cloud solution for omni-channel customer engagement in the lodging industry. The diagram illustrates components such as Amazon Cognito, Amazon API Gateway, AWS Lambda, Amazon Lex, Amazon OpenSearch Service, Amazon DynamoDB, Amazon S3, Amazon Personalize, Amazon CloudFront, and Amazon Pinpoint, integrating with systems of record and enabling push notifications via email and text.

Well-Architected Pillars

The architecture diagram above is an example of a Solution created with Well-Architected best practices in mind. To be fully Well-Architected, you should follow as many Well-Architected best practices as possible.

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.

Read the Operational Excellence 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.

Read the Security whitepaper

All the serverless components are highly available, and automatically scale based on usage. We recommend Amazon DynamoDB cross-Region deployment for higher availability.

Read the Reliability 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.

Read the Performance Efficiency 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.

Read the Cost Optimization whitepaper

By choosing serverless services, you use only the resources that you need, reducing unnecessary emissions.

Read the Sustainability whitepaper

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.