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Amazon Sets Its Sights On Call Centers: Armed With Alexa And Lex

By Cameron , Mar 01, 2017 02:00 AM EST
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Amazon is setting its sights on another industry, this time it's call centers. In doing so, the company plans to use Alexa, Lex and also Polly in the said market.

Amazon Looks Into The Call Center Industry

According to an article at Geek Wire, Amazon Web Services is developing a suite of cloud-based tools to sell to the enterprises that would manage call centers. Aside from its big plans of invading the call center industry, the company plans to incorporate its digital assistant Alexa to answer some questions on the phone as well as via text message.

Amazon also plans to employ Lex, a chatbox building service that uses deep-learning technology similar to Alexa, and a text-to-speech program named Polly as well. Summing up of all these aspects together, it seems that this will allow potential customers to create their own customer's service programs.

About Amazon Lex

To explain more about Lex, it is a service for building conversational interfaces into any application using voice and text. With its deep learning functionalities for ASR (automatic speech recognition) and NLU (natural language understanding), it enables its users to build applications with highly engaging user experiences and lifelike conversational interactions.

About Amazon Polly

As for Polly, it is a service that turns text into lifelike speech. Essentially, it lets its user create applications that talk. Furthermore, it uses advanced deep learning technologies to synthesize speech that sounds like a human voice and includes around 47 lifelike voices spread across 24 languages.

When Will These New Products/Services Be Announced?

Apparently, these new products could likely be announced around mid-March. Also, because that these are new and upcoming features, there may be more to this than what was reported. But nevertheless, just these three alone seems to be quite amazing and could jolt the call center industry.

Other Recent News About Amazon's Alexa

Amazon has also been busy on other aspects of Alexa. According to reports, the company is working on a voice-recognition technology that will help Alexa capable of distinguishing voices to respond to, something that the digital voice assistant currently struggles on.

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