Amazon Lex

Lex is AWS's managed conversational AI service:

Natural language understanding: Intent recognition and entity extraction to understand user input.

Voice and text: Handle both voice calls and text chat through a unified platform.

AWS integration: Native connections to Lambda, DynamoDB, CloudWatch, and other AWS services.

Amazon Connect integration: Purpose-built for use with AWS's contact centre platform.

Streaming conversation: Support for streaming speech input and output for responsive voice experiences.

Multi-language: Support for multiple languages and locales.

Lex suits organisations that:

Run significant infrastructure on AWS. You want conversational AI to live in the same environment as the rest of your stack.

Use (or plan to use) Amazon Connect. You need a practical path to voice and chat in a contact-centre context.

Want managed services. You prefer AWS-managed scaling, reliability, and deployment patterns.

Need voice alongside text chat. You want one approach across channels rather than two separate builds.

Prefer a single governance and operations model. Identity, logging, monitoring, and change control stay consistent with AWS.

Lex leverages AWS infrastructure investment rather than adding another platform relationship.

We build Amazon Lex solutions for:

Contact centre automation: Virtual agents handling calls and chats within Amazon Connect, deflecting routine enquiries and routing appropriately.

Customer self-service: Voice and text bots for common service requests like balance enquiries, appointment booking, and status checks.

Internal support: Employee-facing bots on internal channels for HR, IT, and operational queries.

IVR modernisation: Replacing traditional touch-tone IVR with conversational voice interfaces.

Lex works particularly well with Amazon Connect:

Seamless handover: Transfer calls and chats to human agents with full conversation context.

Lambda fulfillment: Execute business logic through Lambda functions during conversations.

Contact flow integration: Embed Lex into Connect contact flows for flexible routing.

Analytics: Conversation data flows into AWS analytics services for insights.

Effective Lex development involves:

Intent design: Structuring intents to match how users actually express requests.

Slot configuration: Capturing required information with appropriate validation.

Lambda fulfillment: Building backend logic that powers bot responses and actions.

Conversation flow: Designing multi-turn interactions with proper context handling.

Testing: Verifying behaviour across voice and text with varied inputs.

Amazon Lex V2 adds significant improvements:

Better bot structure. Simplified organisation so teams can manage larger agents more cleanly.

Improved streaming. More responsive voice experiences with better streaming support.

Enhanced slot elicitation. Cleaner confirmation patterns and better validation.

Stronger multi-language support. More practical deployments across locales.

Generative features for edge cases. Useful for fallbacks and clarification when structured flows don’t match.

We build on Lex V2 for new projects and can help migrate from earlier versions.

We help AWS-focused organisations with Amazon Lex:

Solution design: Architecting Lex applications for your requirements.

Development: Building bots with Lambda fulfillment and proper integration.

Connect integration: Setting up Lex within Amazon Connect contact centre deployments.

Operations: Monitoring, analysing, and improving production bots.

Use these prompts to clarify scope and design decisions before you build.

“Which customer intents should Lex handle first, and what is the correct handover path for everything else?”

“What information do we need to capture via slots, and what validation rules prevent bad outcomes?”

“Which systems must Lex integrate with, and what is the least-privilege access model for each?”