Customer Engagement Using AI/ML for Restaurants
Publication date: 2020 (Diagram history)
With this architecture, you can enhance the customer experience and increase brand loyalty for restaurant companies. Personalize guest interactions and improve contact center response time. Quickly recognize guests and their needs, and optimize interactions. The solution uses Connect Customer, Amazon Lex, and Amazon Comprehend.
Restaurant companies face barriers to delivering high levels of customer service. Customers communicate on multiple channels such as chat, SMS, social media, and telephone. This increases operational costs from multiple technology integrations. On-premises telephony technologies do not help brands reduce costs or scale with demand. Building on the foundation of the Guest 360° Data Platform for Restaurants, you can reduce costs and call times. You can also add automation, self-service, and personalized interactions.
Customer engagement AI/ML for restaurants diagram
The following steps describe the architecture:
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Use Connect Customer to implement call center capabilities in the cloud. Use serverless functions such as AWS Lambda with your operational data platform for improved customer interactions. Connect Customer provides skill-based call routing and workflows to streamline call center operations.
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Use Amazon Lex to build conversational chatbots that automate user interactions.
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Integrate the Connect Customer Contact Control Panel (CCP) with order management, loyalty, and case management. Improve call handling times for complex scenarios.
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Use Amazon Transcribe and Amazon Comprehend to perform sentiment analysis. Identify frequent customer intents and adjust call center operations and automation.
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Use Contact Lens for Connect Customer to understand the sentiment, trends, and compliance of customer conversations. Train agents, replicate successful interactions, and identify company and product feedback.
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(Optional) Improve customer interaction effectiveness by integrating the Master Data Management (MDM) system.
Further reading
For additional information, see the following resources:
Diagram history
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| Change | Description | Date |
|---|---|---|
Initial publication | Reference architecture diagram first published. | January 1, 2020 |
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