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What is your primary use case for Amazon Lex?

How do you or your organization use this solution?

Please share with us so that your peers can learn from your experiences.

Thank you!

ITCS user
11 Answer

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Top 5QualityReal User

We have built an Enterprise Chatbot Foundation Platform. We built a B2C Chatbot Solution for retailers users and HR chatbots for employee Self Service functions. These functions included: For the B2C chatbot: * The key objective was to bring down call center traffic with the chatbot * Weekly 25,000 unique users interact with bots every week * 78% of traffic rate Chatbot as 5-Stars * Delivering a delightful CX to end-users * Feedback and Recommendation captured * Product containers and accessories * Sales (coupons and discounts) * Order status and notification * Recipe related queries * Live agent feature * Order tracking number * Call back IVR integrations * CRM integrated curated offerings For the HR Self Service chatbot: * HR Chatbot hosted on SharePoint * Offers self-service chatbot * HR help and questions * Benefits and well-being * Health policies and claims * 30+ entities (20 sub-menus: visible) * Feedback (capture feedback) * Mood elevator (9 moods) * Service ticket creations * Huge impact during the Covid-19 pandemic * Addressed 5000+ requests * Covid-19 related FAQ and policies