Amazon Lex customers
Learn why our customers choose Amazon LexRyanair is Europe's largest airline group, flying more than 150 million passengers per year to more than 200 destinations on 2,400 daily flights.
“We wanted to leverage AI technology powered by AWS in order to boost our customers’ experience. Cation Consulting’s approach was to put itself in the shoes of Ryanair’s passengers and build a solution powered by Amazon Lex and Amazon SageMaker that answered Ryanair’s specific needs… Since the launch in June of 2018, the Ryanair chatbot has handled almost 3 million conversions across English, Italian, Spanish, French and German. We see the Ryanair chatbot as an extension of our customer care team, which has played a key role in enhancing our customers’ experience."
Lee Reddin, Head of Service Design, Ryanair
Education
Oklahoma State University–Oklahoma City (OSU-OKC) is a public university in Oklahoma City, Oklahoma. Each semester approximately 5,000 students attend its urban campus and enroll in associate's degrees, certificates as well as a bachelor's program.
"We needed a better way to connect our customers with the information they needed. First-time college students didn't know where to find program information on our site which negatively impacted student enrollment rates, and returning students couldn’t locate updated office hours resulting in a sub-optimal experience. Integrating this tool was straightforward, not only did it improve customer interactions by providing students with relevant answers, Amazon Kendra and Amazon Lex’s machine learning capabilities combined with the QnABot solution gave us a mechanism to better understand and meet our student’s needs, even during our busiest seasons. During peak we can receive over 2000 calls which is too many for one agent to handle – however since launching the QnABot solution it’s supported over 34k conversations and saved 833 hours in staff time, while ensuring every customer received the same level of service and accuracy. For customers and students, this has been the most impactful technology that we've implemented. In the future we hope to expand our use of QnABot solution to provide personalized information to students as it relates to their academic schedules, advisement, and other relevant information related to their course of study."
Michael Widell, MBA, VP of Operations, Oklahoma State University, Oklahoma City
Founded in 1818, SLU is recognized for world-class academics, life-changing research, compassionate health care, and a strong commitment to faith and service.
In order for students and parents to ask questions and get access to their institutions’ answers, SLU used the open source QnABot (powered by Amazon Lex) on Amazon Web Services (AWS) to create a chatbot that answered questions on multiple devices.
They went “all in” with Alexa and QnABot because, “every minute we can save our students from having to search for the information they need online is another minute that they can spend gaining the most from their college experience.”
David Hakanson, University Vice President, CIO and Chief Innovation Officer
Energy
Origin Energy is one of Australia’s largest integrated energy companies. Origin provides customers with affordable, reliable and sustainable energy, and outstanding customer experience.
"As part of our CX transformation, we partnered with AWS to successfully transition our customer service teams to Amazon Connect. This helped us accelerate our move to remote working during COVID-19, allowing our agents to continue to serve our customers, whilst also providing increased self-service and automation options such as bill payments, account maintenance and plan renewals. Since our March 2020 launch, we’ve seen increased call quality scores, improved customer satisfaction and agent productivity – all while managing up to 1,200 calls at a time. We’ve deployed AI/ML capabilities including neural text to speech through Polly, and are now looking to further leverage natural language understanding with Lex and automated quality management with inbuilt speech to text and sentiment analysis from Amazon Connect Contact Lens. Amazon Connect is a key partner in supporting Origin to respond rapidly to opportunities and customer feedback as we focus on continually improving our customer experience.”
Rod Van Onselen, Chief Transformation and Digital Officer - Origin Energy
Financial Services
As Australia’s largest business bank, NAB works with small, medium and large businesses to help them start, run and grow, as well as funding some of the most important infrastructure in Australia’s communities – including schools, hospitals and roads.
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NAB used Amazon Lex to develop automated conversations between their contact center and digital channels. The bank is seeing a high level of ‘containment’ - people whose calls can be satisfied by an automated or digital channel, in this case 80% and climbing by Amazon Lex. They are also able to add new channels or experience in days versus months.
TransUnion is a global information and insights company that makes trust possible. As a result businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®.
“At TransUnion we understand that it’s critical for our customers to have secure, easy access to important information such as that contained in consumer credit reports and consumer credit disputes, which is why it’s critical that our contact center is equipped to handle these inquiries. However, our previous contact center solution was costly and inefficient. Customers were spending too much time navigating our IVR system before being routed to an agent. By contrast, our AWS Partner, VoiceFoundry, enabled TransUnion to seamlessly migrate all 750 of our agents to Amazon Connect. We gained immediate cost savings and efficiency – and never looked back. Amazon Connect’s flexibility allowed us to easily implement key features like callbacks, as well as AWS AI/ML services like Amazon Lex to automate our IVR. The change has drastically reduced the wait times in our contact center queue, decreased our transfer rate by 50%, and the time customers spend in our IVR went from 2 minutes to just 18 seconds. Amazon Connect has simplified our contact center operations and customer experience, helping us save over 40% in annual costs.”
Eric Jones, Vice President Consumer Operations - TransUnion
WaFd is a US retail and commercial bank with over 200 branches in eight states.
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“The Talkdesk cloud platform combined with conversational AI from AWS offered a comprehensive stack of contact center technologies that I wanted to use. AWS does conversational AI really well, and its AI (Amazon Lex) can understand a lot of different accents and speaking styles correctly.”
Customers can now check their account balances by phone in 28 seconds, a 90 percent reduction in time from the original 4.5 minutes. Because WaFd can handle more customer interactions using the AWS contact center solution powered by conversational AI, the bank expects its new contact center solution to reduce agent call volumes by 30 percent.
Dustin Hubbard, Chief Technology Officer, WaFd Bank and Pike Street Labs
Government
Citibot provides tools for citizens and their local and state governments for efficient and effective communication. Citibot helps residents in cities like Fort Worth, Texas get answers to questions, report issues, send messages directly to staff, and receive real-time alerts.
"To help cities better serve these residents, Citibot expanded its Amazon Lex chatbot to integrate with Amazon Kendra-- it's ability to answer natural language questions, pulling in data from multiple sources; helps cities improve the scalability and effectiveness of engagement with constituents at a time when it is needed the most. During the COVID-19 outbreak, some cities have been reporting a 50% abandonment rate in their call centers, and some states have reported wait times of up to three hours with ~80% of volume being COVID-19 related. We expect Amazon Kendra to enable citizens to find the answers they seek quickly by engaging with the chatbot and reduce wait times by up to 90%. Post COVID-19, cities will continue to utilize the Amazon Kendra-powered chatbot to provide faster and easier access to more information about things such as public facility hours or road closures due to busy public events.”
Bratton Riley, Founder and CEO of Citibot
The State of Rhode Island Department of Labor and Training (Rhode Island DLT) delivers temporary income support in the form of unemployment insurance (UI) and reemployment assistance to residents.
Rhode Island DLT developed 2 chatbots to improve the claims process. First was Hope, a chatbot that provides answers to claimants’ UI questions. Second is Skipper, a chatbot that supports those searching for reemployment opportunities.
“Using AWS, we can use technology to do the simple tasks so that our employees can use their time to work on complex problems. Taking somebody from unemployment all the way through to reemployment—that’s what we want to do as a department.”
Abby McQuade, Senior Advisor and Chief Innovation Officer, State of Rhode Island Department of Labor and Training
The official citizen engagement platform. A co-creator platform that helps South African citizens.
“Through a partnership with AWS, Govchat created a Frequently Asked Questions chatbot (Amazon Lex) that enabled South African citizens to really ask questions around how to get access to the social grant. Well over 900,000 questions were answered in less than two weeks saving the South African government in excess of 500,000 U.S. dollars just by using that capability.”
Eldrid Jordaan, Chief Executive Officer, Govchat
Johns Creek, Georgia, is a suburban municipality in metro Atlanta with more than 80,000 residents. Our city has nationally-ranked schools, a diverse population (25% international), and premiere golf, tennis, and swim communities. Johns Creek is consistently ranked as one of the safest cities and best places to live in Georgia.
The City of Johns Creek regularly seeks ways to engage with our community, and we often use new technologies to do so. Two years ago, we launched the world’s first Alexa skill powered by open data that can answer over 200 frequently asked questions. The chatbot has helped us empower residents to find the answers they seek in an intuitive and innovative way, which led to us being recognized by AWS with a coveted ‘City on a Cloud’ award. Once we started seeing the effectiveness of the Alexa skill, we quickly moved to build an after-hours call center in Amazon Connect with Amazon Lex. Amazon Connect enabled us to build an intelligent automated call center that helps answer residents’ questions any time they call, while using the same chatbot and infrastructure that powers our Alexa skill and ‘CreekBot’ (our website’s text-based chatbot). With all of these tools living in AWS we can keep our costs low, our service level high, and our staff laser-focused on improving our residents’ experience with the city.
Nick O’Day, Chief Data Officer – City of Johns Creek, GA
Health Care
PSHSA provides training, consulting, and resources to reduce workplace risks and prevent occupational injuries and illnesses for the 10,000 organizations in the health and community care, education, public safety and government sectors and over 1.6 million public sector workers in Ontario, Canada.
After noticing a trend of customer service representatives having to answer repetitive questions, PSHSA was looking for a way to reduce the burden on telephone and email communications, and improve the overall client experience. PSHSA worked with an Amazon Web Services (AWS) Partner Qalius—specialized in building serverless applications on AWS—to implement an AI chatbot.
“We integrated the chatbot with on-premises PSHSA systems and configured it using Amazon Lex, a service that allows for highly engaging user experiences and lifelike conversational interactions. We configured Amazon Lex to use AWS Lambda to connect to other PSHSA systems to access up-to-date information, such as when training courses are scheduled. By providing simple answers to common questions, PSHSA was able to significantly reduce wait time.”
Richard Finlay, President, Qalius
UsAgainstAlzheimer’s (UsA2) exists to conquer Alzheimer’s disease. Since their founding in 2010, they have taken on the toughest problems in the fight to end Alzheimer’s.
To help address the immense need for brain health information and insights, UsA2 launched BrainGuide working with AWS and Biogen. Together, UsA2 built a system that allowed users to interact in two simple ways: via an online chat bot or via a phone call. Amazon Connect and Amazon Lex powered the interactive voice and web chat experiences.
Insurance
123.ie offers home, car, and telematics insurance coverage. 123.ie worked with Cation Consulting, an AWS CCI Partner to create an automated document processing and validation solution for motor insurance.
Since launching the new solution (powered by Amazon Lex), 123.ie can award more motor insurance policies per week with less effort. 123.ie is now able to process over 75 percent of driver’s licenses without manual intervention, and the call center team fields very few document-related queries, which used to account for 10 to 15 percent of all calls.
“Relying on AWS reduced our time to market for the solution. Without Cation’s knowledge of AI chatbots, real-time process automation, and how to enable them with AWS, the project could have taken years to do on our own.”
Patrick Moriarty, Head of Digital and Transformation, 123.ie
As a leading advocate for traffic safety, travel and consumer protection, and crime prevention, AMA champions your interests and helps protect the things you care about most.
The combined power of the AWS and Genesys tech stack has meant to AMA several things.
“Our automation went from 10% on our previous solution to about 35% completely automated end-to-end calls. ... Our customer satisfaction was sitting sub 50%. It improved to an average of about 80%. ... That's a 9-month rolling average of 80%. ... Our cost per call dropped drastically. When we walk about total cost per call we are talking end-to-end cost. So that's Genesys and AWS cost combined. We hit that 0.65 per call threshold. ... Another rolling 9-month. That really comes back to the architecture of Lex combined with lambdas as well as some other services provided by both Genesys and AWS.”
Matt Sinfield, Associate VP of Technology, Alberta Motor Association
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Liberty Mutual Group is an American diversified global insurer and the sixth-largest property and casualty insurer in the United States.
“With the growing importance of cognitive technologies in every area of business, we were delighted to see Amazon Lex, with its Speech Recognition and Natural Language Understanding technologies, added to the broad portfolio of services AWS provides. Amazon Lex integrates easily into our existing applications, as well as our new cloud-native serverless architectures, enabling us to rapidly take advantage of these powerful technologies to improve and extend the capabilities we can offer our employees and customers.”
Gillian Armstrong, Technologist, Liberty Mutual
Mutual of Omaha is a solid, family-oriented company that’s reliable, trustworthy, knowledgeable and caring. We are a full-service, multi-line provider of insurance and financial services products for individuals, businesses and groups throughout the United States.
"In 2017, Mutual of Omaha embarked on a cloud journey to modernize our legacy contact center technology. The information systems and line of business internal groups completed an extensive vendor evaluation. Amazon Connect ultimately was selected as the provider of choice. The critical driver in this modernization is to improve the customer experience. We partnered with Accenture to deliver on our customer experience vision. By using Amazon Connect with Amazon Lex, Amazon Polly, and AWS Lambda, we expect to improve customer engagement, develop self-service tools with leading-edge speech recognition, and gather powerful real-time and historical reporting metrics to continuously drive positive change. Mutual of Omaha forecasts savings in total cost of ownership with Amazon Connect compared to its legacy solution. With the selection of Amazon Connect, Mutual of Omaha has positioned AWS at the cornerstone of our target architecture for digital transformation.”
Shannon Hite, Chief Customer Service Officer - Mutual of Omaha
With more than 1.4 million members in Australia and New Zealand, nib Group (nib) is one of the leading health insurers in the region.
We chose Lex because it’s a complete package, which we could seamlessly integrate with other aspects of our AWS environment. Lex took care of the heavy lifting without needing to employ data scientists to create machine learning models. We developed a Proof of Concept within four to six weeks,” explains Finch.
Mathew Finch, Head of Emerging Technology & Data Platforms, nib Group
Retail
At GE Appliances, we make life better by designing and building the world's best appliances. From design to production to service, our goal is to help people improve their lives at home.
“GE Appliances processes millions of minutes of customer calls a month. Using Amazon Connect, Amazon Lex, and Amazon Polly, we can automate simple tasks such as looking up product information, taking down customer details, and answering common questions before an agent answers. This in turn helps us give back time, the most precious commodity, to our consumers. We added Amazon Transcribe to create call transcripts for automated analysis to continuously improve the process.”
Byron Guernsey, Chief Strategist – GE Appliances
Morrisons is a United Kingdom–based food retailer serving 11 million customers weekly through nearly 500 UK supermarkets and an online home-delivery service. It is the fourth-largest supermarket chain in the United Kingdom.
Morrisons first experienced Amazon Web Services (AWS) by using the natural language understanding of Amazon Lex—an artificial intelligence service for building conversational interfaces into any application—to automatically reroute home-delivery customers to the support team that served their region. In other words, Amazon Lex helped every customer reach the right support person.
After achieving success using Amazon Lex and witnessing its capabilities firsthand, Morrisons created a list of requirements for a simplified self-service contact center that the company could add new services to and that could adjust to call-volume fluctuations. This new system would require strong data insights, scalability to meet peak seasons, and a simple architecture to facilitate easy onboarding of customer service staff. “We wanted to be able to operationally self-serve and continually improve,”
Nicola Constantinou, Head of Customer Experience, Morrisons
TechStyle Fashion Group is the largest digitally native eCommerce platform. It’s known for its brands — Fabletics, Savage X Fenty, JustFab, ShoeDazzle and FabKids.
“More and more consumers are relying on automated methods to interact with brands, especially in today’s retail environment where online shopping is taking a front seat. The Genesys Cloud and Amazon Web Services (AWS) integration will make it easier to leverage conversational AI so we can provide more effective self-service experiences for our customers.”
Aarde Cosseboom, Senior Director of Global Member Services Technology, Analytics, and Product, TechStyle Fashion Group
Xpertal Global Services is FEMSA’s service unit that offers consulting, IT, back-office transactional, and consumable procurement services to the rest of FEMSA’s business units. Xpertal operates a Contact Center which serves as an internal help desk for employees and has 150 agents that handles 4 million calls per year.
“Our goal is to keep evolving as an organization and find better ways to deliver our products and improve customer satisfaction. Our talented internal team developed various initiatives focused on bringing more intelligence and automation into our internal contact center to provide self-service capabilities, improve call deflection rates, reduce call wait times, and increase agent productivity. With Amazon Lex’s easy to use interface, our Contact Center team was able to create bots after a 1-hour training session. Thanks to AWS AI services, we can finally focus on how to apply the technology for our users’ benefit and not on what’s behind it.”
Chester Perez, Contact Center, Manager, Xpertal
Technology
Infor Coleman™ is an enterprise-grade, industry-specific AI platform for Infor CloudSuite™ applications. Coleman mines data and uses powerful machine learning to improve processes such as inventory management, transportation routing, and predictive maintenance; Coleman also provides AI-driven recommendations and advice to enable users to make smarter business decisions more quickly.
"Infor spent many years automating processes that followed clear rules, such as accounting and manufacturing processes. We are now leveraging machine learning and our access to large amounts of data to assist users with less structured processes such as complex decisions, conversations, and predictions."
Charles Phillips, CEO, Infor
With more than 20 years of experience, Siemens Global Business Services (GBS) taps into the understanding of how organizations and businesses work to seamlessly integrate, digitalize, and optimize business processes for Siemens AG units worldwide and their customers.
”We receive millions of tickets a year from Siemens AG employees and external customers/vendors around the globe. To provide best-in-class customer service, it is important for us to efficiently connect our customers with the right resources. When evaluating our options, Amazon Connect stood out to us because of its intuitive UI, automation capabilities, ability to seamlessly integrate into our environment, and pricing model. Since deployment, Amazon Connect has proven to be a game changer. It is easy to update IVRs (Amazon Lex) and general notices, and the user-friendly interface can be managed by our teams on the ground without having to involve central IT.”
Philip Hechtl, Head of Artificial Intelligence and Digital Service Management, Siemens GBS
Travel and Hospitality
Hospitality Voice Tech is a cloud-based technology company that builds innovative solutions for hotels.
At Hospitality Voice Tech, we use the "Amazon Chime SDK’s native integration with Amazon Lex and Amazon Polly to power Emma, a conversation AI voice bot built to converse with hotel guests intelligently and naturally. The system is easy for guests to use, and thanks to the Amazon Chime SDK’s API, it integrates smoothly with most hotel phone systems. Hotel General Managers display largely positive reactions such as “This app is a game changer for our guest service response time and internal department communication,” and "Emma is the best employee that I have." Automating frequently asked questions ensures service speed and consistency in an environment of labor shortages. Hotels using Emma see 30% of guest calls getting answers from our voice bot without any human work. The remainder of requests are dispatched to the appropriate staff. This service reduces guest calls, provides guests faster answers, and offers tremendous insight into guest needs.
Jane Du, CEO, Hospitality Voice Tech
Ryanair is Europe's largest airline group, flying more than 150 million passengers per year to more than 200 destinations on 2,400 daily flights.
“We wanted to leverage AI technology powered by AWS in order to boost our customers’ experience. Cation Consulting’s approach was to put itself in the shoes of Ryanair’s passengers and build a solution powered by Amazon Lex and Amazon SageMaker that answered Ryanair’s specific needs… Since the launch in June of 2018, the Ryanair chatbot has handled almost 3 million conversions across English, Italian, Spanish, French and German. We see the Ryanair chatbot as an extension of our customer care team, which has played a key role in enhancing our customers’ experience."
Lee Reddin, Head of Service Design, Ryanair