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Elevate your self-service assistants with new generative AI features in Amazon Lex

AWS Machine Learning

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. This new generation of AI-powered assistants can provide seamless self-service experiences across a multitude of use cases.

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Customer Self-Service: Pros, Cons, Examples


Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .


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The 4 Most Effective Chatbot Examples


Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service.

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A Foundation for Exceptional Digital Self-Service Design


With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? There are likely many reasons for this sentiment, including poorly designed IVR systems and chatbots.

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Expectations vs. Reality: What Can an AI Assistant Really Do?

Speaker: Brian Morin, Helena Chen, and David Parsons from SmartAction

Today’s AI assistants are nothing like first-generation voicebots and chatbots that left most users frustrated and unwilling to interact with any kind of bot again. You’ll learn: The latest in self-service deployments over voice & chat through live demonstrations.

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Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI


Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. How to calculate an AI chatbot’s ROI. Identify eligible queries. Monthly maintenance cost.

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Bringing Automation to Customer Service – 5 Chatbot Examples for Any Industry


The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. So let’s jump straight in to our first chatbot example. Reducing repetitive work. Offering 24/7 support.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.