Customer service calls require customer agents to have the customer’s account information to process the caller’s request. For example, to provide a status on an insurance claim, the support agent needs policy holder information such as the policy ID and claim number. Such information is often collected in the interactive voice response (IVR) flow at the beginning of a customer support call. IVR systems have typically used grammars based on the Speech Recognition Grammar Specification (SRGS) format to define rules and parse caller information (policy ID, claim number). You can now use the same grammars in Amazon Lex to collect information in a speech conversation. You can also provide semantic interpretation rules using ECMAScript tags within the grammar files. The grammar support in Amazon Lex provides granular control for collecting and postprocessing user input so you can manage an effective dialog.
In this post, we review the grammar support in

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