Category: Amazon Lex

Generative AI agents are capable of producing human-like responses and engaging in natural language conversations by orchestrating a chain of calls to foundation models (FMs) and other augmenting tools based on user input. Instead of only fulfilling predefined intents through a static decision tree, agents are autonomous within the context of their suite of available […]

In this post, we talk about how generative AI is changing the conversational AI industry by providing new customer and bot builder experiences, and the new features in Amazon Lex that take advantage of these advances. As the demand for conversational AI continues to grow, developers are seeking ways to enhance their chatbots with human-like […]

Powered by Amazon Lex, the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. In this post, we introduce the new Generative AI features for QnABot and walk through a tutorial to create, deploy, and customize QnABot to use these features. We also discuss some relevant use cases.

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. Artificial intelligence (AI) and machine learning (ML) have been a focus for Amazon for over 20 years, and many of the capabilities that customers use […]

In today’s digital world, most consumers would rather find answers to their customer service questions on their own rather than taking the time to reach out to businesses and/or service providers. This blog post explores an innovative solution to build a question and answer chatbot in Amazon Lex that uses existing FAQs from your website. […]

Customers expect quick and efficient service from businesses in today’s fast-paced world. But providing excellent customer service can be significantly challenging when the volume of inquiries outpaces the human resources employed to address them. However, businesses can meet this challenge while providing personalized and efficient customer service with the advancements in generative artificial intelligence (generative […]

Amazon Lex is excited to announce Test Workbench, a new bot testing solution that provides tools to simplify and automate the bot testing process. During bot development, testing is the phase where developers check whether a bot meets the specific requirements, needs and expectations by identifying errors, defects, or bugs in the system before scaling. […]

This post was co-written with Tony Momenpour and Drew Clark from KYTC. Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. When there are more calls than agents can answer, callers get placed on hold […]

Amazon Kendra is an intelligent search service powered by machine learning (ML). It indexes the documents stored in a wide range of repositories and finds the most relevant document based on the keywords or natural language questions the user has searched for. In some scenarios, you need the search results to be filtered based on […]

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. This is the first of a two-part series dedicated to the integration of […]