Do You Need To Be A Speech Scientist To Build And Design An Amazon Lex Bot?

This is a great question. Currently there is a flood of AWS engineers now able to create Amazon Connect and Amazon Lex services because they have been working with AWS for 10+ years. However, without a deep understanding of Contact Centres, how Natural Language Understanding (NLU) works and even cognitive behaviour theory then sadly the solution will not work well. And this is important! Above all, if you get it wrong, you will destroy the customer experience. Likewise, and the trust of your customer!

Does Amazon Lex get better over time?

Absolutely. Because of artificial intelligence and Amazon Lex's machine learning capabilities the performance will get better over time. However, to achieve the performance you would expect in a Contact Centre you must have a deep understanding of contact centre's, Speech and behaviour understanding. Relying on AI and ML to meet your performance and CX goals will be a costly mistake.

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Amazon Lex is part of omnichannel cloud contact centre that helps companies provide superior customer service across voice and chat at a lower cost than traditional contact centre systems.

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