Written by: Alex Brand and Erik Lustgarten

“Alexa, help me use AI to transform my customers’ experience.”

Voice assistants are growing up. Gone are the days when they were only good at playing songs or checking movie times – now you can use them to do anything from tracking your food deliveries to adjusting the temperature of your home. Add the latest generative AI (GenAI) capabilities into the mix, and the potential for convenient, delightful consumer experiences becomes virtually limitless. 

Leading organizations know that meeting their customers where they are is the key to a positive relationship (and ongoing loyalty). And where are those customers? They’re on their devices. Millions of users engage with Amazon Alexa, Google Assistant, or Apple Siri every single day, and organizations are increasingly aware that if a customer asks their voice assistant for a service they provide, they’d better be ready to respond. The only real question is “how do we get there?”

It All Starts With Data

In today’s rapidly evolving digital landscape, data is more than just a collection of facts and figures. It’s the lifeblood of modern businesses, driving decisions, innovations, and growth.

Enterprise data encompasses everything from customer interactions and sales transactions to market trends and internal processes. Despite its abundance, a significant portion of this data often remains locked away or underutilized. The challenge for many businesses isn’t a lack of data; it’s the absence of a strategy (and a platform) to effectively harness it to drive innovation and strategic decisions. This is where AI is a game changer.

At Nuvalence, we specialize in transforming this rich resource into new business opportunities through AI. Read on to learn how one of our clients turned their data into a competitive advantage by using it to offer valuable services directly to their clients through products like Alexa – and how you can, too.

A More Personal Touch, With Fewer Human Touchpoints

Our client delivers personalized services to tens of thousands of customers each year. Most of their customer interactions require human intervention: a person had to triage, classify, and extract information to manage every request. Leadership was eager to make the process more efficient and empower their limited live staff to focus on customers’ higher-touch needs. 

Their goal? A personalized, convenient self-service experience that would perform to an incredibly high standard: positive outcomes delivered in under five minutes, with over 90% accuracy. 

To get there, they needed to leverage their vast trove of data to build a prioritization and classification engine that would deliver information to end users via a high-powered natural language interface. That’s where we came in.

An AWS-Powered Solution

Because the client was an AWS cloud customer, our tech choices were straightforward. We employed four key AWS services to get the job done.

Amazon Lex and Alexa, with their advanced capabilities in building conversational interfaces, formed the customer’s “front door” to the application. These services allowed us to create sophisticated chatbots and voice-based virtual agents that can engage with users naturally and intuitively.

Amazon Comprehend allowed us to build classification models that can analyze text for sentiment, key phrases, entities, and language based on the customer’s existing data. This powerful service transformed unstructured data from various sources into structured insights, aiding with trend analysis, customer feedback interpretation, and more.

Amazon Bedrock served as an intelligent backbone for the application. It allowed us to simplify the customer interaction by suggesting clarifying questions where needed, pre-answering triage questions based on previously provided answers, and summarizing the interaction for posterity and record-keeping.

Flowchart of an Amazon AWS customer interaction system with Alexa, Lex, and other services.
Exhibit 1: High-level architecture diagram of the AWS-based customer interaction solution

Happy Customers With Less Effort

By the end of our engagement, our client had achieved their goals – and then some. Not only were they able to offer their customers a reliable, secure, self-service experience from the convenience of their personal device any time of the day or night, but their skilled live agents were able to turn their attention to other high-need facets of the customer experience. Just as importantly, they came away with tangible evidence of the potential for AI and consumer tech, like cutting-edge Amazon devices and AWS services, to unlock previously unimaginable value for their business using their very own data. It cleared the way for all kinds of future growth and differentiation opportunities.

In the AI era, data can be a goldmine: a valuable resource that, when coupled with innovative consumer technology, can be a force multiplier for your CX. This post highlighted how one organization tapped into that resource with a business insight engine built using state-of-the-art Amazon products; others may turn to industry-specific solutions like AWS-powered banking virtual assistants or wealth management advisers to fast-track their own business transformation. The opportunities are out there for organizations that seize the moment. Yours could be next.

Organizations worldwide want to use AWS to build intelligent solutions. Are you one of them?