Amazon Lex Testimonials

“Amazon Lex allows us to develop very complex user interactions in a simple UI, to focus on the business logic instead of intent classification and data extraction. We migrated to Amazon Lex from our custom-built solution, which has now allowed us to develop new interactions more quickly than we could before. This enables us to be extremely agile, providing us a competitive advantage to quickly adjust to customer feedback.”

"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 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 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 to provide personalized information to students as it relates to their academic schedules, advisement, and other relevant information related to their course of study."