NICE has announced that its Cognitive Robotic Automation Platform now allows Amazon Lex’s conversational chatbot to fulfill more customer requests, including complex actions, in real-time. With the NICE Cognitive Automation Platform, Amazon Lex chatbot users now have the option to interact with service centers and obtain issue resolution at any time or place.
NICE’s Cognitive Automation Platform is comprised of highly responsive robots designed to act on customer requests received from the Amazon Lex chatbot. With the ability to access and transact any kind of customer data from backend applications, NICE cognitive robots deliver rich and fully customised customer data to Amazon Lex chatbots in real-time, and process any backend transactions required as a result of the live interaction. This added functionality expands the customer self-service domain, enabling customers to independently act on more detailed and complex requirements. Requests such as opening a new bank account can now be performed immediately, at any place of convenience and without any initial human intervention, resulting in time and financial savings.
In addition to executing customer requests received from the Amazon Lex chatbot, NICE’s cognitive robotic workforce seamlessly alerts a human to intervene in the event of a more complex customer request requiring the discretion or expertise of a human employee.
Amazon Lex is a service for building conversational interfaces into any application using voice and text. Amazon Lex provides the advanced deep learning functionalities of Automatic Speech Recognition (ASR) for converting speech to text, and Natural Language Understanding (NLU) to recognise the intent of the text, enabling users to build applications with highly engaging user experiences and lifelike conversational interactions. With Amazon Lex, the same deep learning technologies that power Amazon Alexa are now available to any developer, allowing users to quickly and easily build sophisticated, natural language, conversational bots (“chatbots”).
