- #STREET ADDRESS FOR THE VOICEY UPDATE#
- #STREET ADDRESS FOR THE VOICEY CODE#
- #STREET ADDRESS FOR THE VOICEY ZIP#
When the user calls in and provides their new address, Lex uses automatic speech recognition to transcribe their speech to text. We’ll use an Amazon Lex bot integrated with Amazon Connect in this solution. IVR: OK, your new address is 6800 Thomasville Road, Suite 101, Tallahassee Florida 32312, US. User: 6800 Thomasville Road, Suite 1-oh-1, Tallahassee Florida, 32312.
#STREET ADDRESS FOR THE VOICEY ZIP#
Please tell me your new address, including the street, city, state, and zip code.
#STREET ADDRESS FOR THE VOICEY CODE#
Have a great day!Īs an alternative approach, you can capture the whole address in a single turn, rather than asking for the zip code first:
IVR: OK, your new address is 6800 Thomasville Road, Suite 101, Tallahassee Florida 32312, USA. To make sure I get it right, can you tell me just the name of your street? User: 6800 Thomasville Road, Suite 1-oh-1. IVR: Can you please tell me your customer number? How can I help? You can check account balances, order checks, or change your address. IVR: Hi, welcome to ACME bank customer service. Here’s a sample user interaction to model our Lex bot: For more challenging addresses, the bot may ask them to restate their street name, spell their street name, or repeat their zip code or address number to capture the correct address. In many cases, the new address will be captured correctly in the first try. When the user calls in on their phone, they can ask to change their address, and the bot will ask them for their customer number and their new address. Solution overviewįor this example, we’ll use an Amazon Lex bot that provides self-service capabilities as part of an Amazon Connect contact flow. In this post, we’ll demonstrate how you can use Amazon Lex and the Amazon Location Service to provide an effective user experience for capturing their address via voice or text.
Getting the right address over the phone can be difficult, even for human agents. Even a single United States zip code can contain a wide range of street names.
#STREET ADDRESS FOR THE VOICEY UPDATE#
For example, consider a customer who has recently moved to a new city and calls in to update their street address for their wireless account. One scenario that can be particularly challenging is capturing a street address during a call. Natural, effective customer interactions require that the Lex virtual agent accurately interprets the information provided by the customer. Lex lets you create sophisticated conversations, streamline your user experience to improve customer satisfaction (CSAT) scores, and increase containment in your contact centers. Amazon Lex provides automatic speech recognition (ASR) and natural language understanding (NLU) technologies to transcribe user input, identify the nature of their request, and efficiently manage conversations.
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