What is Amazon Lex?
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 recognize the intent of the text, to enable you to build applications with highly engaging user experiences and lifelike conversational interactions.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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83 Likeliness to Recommend
93 Plan to Renew
70 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+82 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Amazon Lex?
Pros
- Reliable
- Acts with Integrity
- Helps Innovate
- Continually Improving Product
Cons
- Under Delivered
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Other Integrations
Intent Extraction
Natural Language Processing
Workflow Processing
Artificial Intelligence Engine
Personalized Service
Learning and Adaptability
Leads Generation
Vendor Capability Ratings
Ease of Implementation
Usability and Intuitiveness
Ease of IT Administration
Business Value Created
Ease of Data Integration
Vendor Support
Quality of Features
Ease of Customization
Availability and Quality of Training
Product Strategy and Rate of Improvement
Breadth of Features
Amazon Lex Reviews
- Role: Information Technology
- Industry: Healthcare
- Involvement: IT Development, Integration, and Administration
Submitted Aug 2022
Easy to use, So many Features, but a bit pricey
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Enables Productivity
Victor C.
- Role: Information Technology
- Industry: Banking
- Involvement: IT Leader or Manager
Submitted Aug 2022
It's a good product, but it can be better.
Likeliness to Recommend
What differentiates Amazon Lex from other similar products?
Its use of deep learning algorithms to automatically improve the accuracy of your bot over time, provides built-in integration with popular communication channels
What is your favorite aspect of this product?
The built-in integration with communication channels like Facebook Messenger, Slack, Twilio
What do you dislike most about this product?
The charge system sometimes can be very expensive
What recommendations would you give to someone considering this product?
I would recommend that you try the product out and see if it meets your needs. I would also recommend reading the Amazon Lex documentation to learn more about the product and how to use it.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Trustworthy
Cons
- Commodity Features
Saqib A.
- Role: Information Technology
- Industry: Retail
- Involvement: IT Leader or Manager
Submitted Aug 2022
Easy to implement, but NLU disappoints
Likeliness to Recommend
What differentiates Amazon Lex from other similar products?
Deliver personalized experience and greetings to customers. Ease of integration with LOB systems. Easy to integrate Lex into call flows to build a conversational AI bot. Great support from client teams.
What is your favorite aspect of this product?
Deeply personalize the whole experience for the customer
What do you dislike most about this product?
The accuracy of Lex Bot to understand the intent is 70% regardless of human accent issues. You have to design a very narrow path in the call flow in order for Lex to meet the customer inquiry. As such, you are forced to present customers with only a handful of options in the beginning of the interaction with AI Bot. You cannot let the interaction begin with "How can I help you today?". Instead, you have to offer specific choices to customer and drive them to pre-defined paths which does not provide a great experience since you cannot always guess why customer contacted you.
What recommendations would you give to someone considering this product?
Lex Bot helps you deliver a very powerful personalized experience that can delight your customers. Imagine if you call a customer service and you are greeted with your name and bot can predict the reason you are calling. If you are a retailer with brick-and-mortar stores nationwide, Lex do not have the knowledge of all cities in the US. It often confuses city names across different states. Natural Language Understanding and Processing is not 100% accurate. Make the experience frictionless by letting the Bot escalate the interaction to a live person if it fails to understand the intent of customer inquiry.
Pros
- Enables Productivity
- Helps Innovate
- Continually Improving Product
- Reliable
Cons
- Under Delivered