Omni-channel Customer Engagement for Lodging
Publication date: August 15, 2022 (Diagram history)
With this architecture, you can provide a unified interface for customer service teams at travel and hospitality companies. Deliver personalized service across all channels at every stage of the guest journey. The solution uses Amazon Lex for chatbot interactions, Amazon OpenSearch Service for product search, and Amazon Pinpoint for notifications.
Omni-channel customer engagement diagram
The following steps describe the architecture:
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Use Amazon Simple Storage Service to store website and configuration files. Serve the unified user interface through Amazon CloudFront.
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Invoke AWS Lambda to provide personalized recommendations for guests through Amazon API Gateway. Control API access through Amazon Cognito.
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Run a serverless database architecture on Amazon DynamoDB. Collect key guest 360-degree data from several sources, including data processing workload outputs and systems of record.
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Use a chatbot powered by Amazon Lex to collect guest input data. Automate the delivery of personalized user interactions and recommendations.
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Use a search service powered by Amazon OpenSearch Service to recommend available products in the data bank index.
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Use Amazon Pinpoint to send recommendations to guests through email or mobile push notifications. Schedule the notifications based on guest preferences.
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. | August 15, 2022 |
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