We used Lex to ask for policy numbers and credit card information from our clients. We also used it to ask yes/no questions and automate the responses.

Lex allowed us to add a custom chatbot to the Amazon Connect service. We were able to make a phone tree with custom pathing and logic due to our integrations with Lex. We were able to handle retrieving policy numbers from callers which we were then able to use to lookup user data. Also, we were able to create several chatbots that were able to receive credit card info so clients could make payments over the phone through.

I think Lex's feature-set is a little lacking, especially in regards to testing the voice capabilities in a swift manner. We had multiple issues with the bot unable to handle accents or slight inflections, which our users were disappointed when trying to use the product. There were several days I had to spend per chatbot to get the utterances to match what I was saying. We were using Lex over the phone, so another point we saw was the delay was more than we would prefer. Combine this with a backend Lambda function being run, the entire interaction could take several seconds for what was essentially a confirmation message. I also don't think Lex is useful for more than a single interaction or two. Since you cannot define a "tree" for a user to speak through, we felt the usability of the software was lacking.