Simplifying banking self-service at NatWest using Amazon Connect and Amazon Lex
Contact Center Blog
NatWest implemented an innovative Amazon Lex Federation Architecture to manage complex customer service interactions in their contact center, addressing challenges with intent management across 1,600 distinct customer intents.
- Developed a two-tier bot system with a Gateway bot and specialized Child bots
- Gateway bot captures high-level intent, then routes to appropriate Child bot
- Overcame Amazon Lex's limitation of managing large numbers of intents in a single bot
- Utilized AWS Lambda, Systems Manager, and contact flow capabilities for seamless routing
- Achieved modular, scalable architecture with improved customer intent recognition
The solution enables faster, more accurate customer interactions while providing a flexible framework for future expansion of contact center capabilities.
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