Amazon Lex

Amazon Lex is a Natural Language Understanding (NLU) and Automatic Speech Recognition (ASR) service for building conversational interfaces into any application using voice and text. It is also the same machine learning technology that powers Amazon Alexa, allowing you to quickly and easily build sophisticated, natural, and conversational self-service experiences for your contacts. It also provides automatic speech recognition (ASR) for converting speech to text and Natural Language Understanding (NLU) to recognize the intent of free-form text or speech input.

CloudCookies Conversational Design
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Conversational Design is a mixed discipline between design and information-development. The goals of conversational design in the contact center are reducing contact transfer/abandon rates, contact hold/handle/resolution times, encouraging self-service, and allowing your agents to focus on more involved contact requirements.

Design skills must be tailored to support contacts beyond different cultures and demographics using data to support their immediate needs. Following this approach provides a friction-less and positive experience, encouraging self-service.

 

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Self-Service

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CloudCookies understands the importance and benefits of conversational design for contact centers. We are able to clearly articulate trade-offs, considerations, and goal-based outcomes unique to your environments, including the nuances associated with providing consistent quality service to diverse demographics, cultures, and needs. Our data-driven benchmarks provide you with an accurate baseline of Word Accuracy, Word Error, Deflection, and Containment metrics critical to building dynamic and personalized experiences and encouraging self-service.

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