Omni-channel Customer Engagement for Airlines - Omni-channel Customer Engagement for Airlines

Omni-channel Customer Engagement for Airlines

Publication date: August 15, 2022 (Diagram history)

This reference architecture provides a unified user interface for customer service teams (both centralized and on location) at Travel and Hospitality companies to provide personalized customer service across all channels at every stage of their customer's journey.

Omni-channel Customer Engagement for Airlines Diagram

        Reference architecture diagram showing how you can use AWS services together to create a user interface to provide a personalized customer experience.
  1. Use Amazon Simple Storage Service (Amazon S3) to store website, configuration files, and Amazon CloudFront to serve a unified user interface.

  2. Invoke AWS Lambda to provide personalized recommendations for travelers and generate data through Amazon API Gateway. API access is controlled through Amazon Cognito.

  3. Serverless database architecture runs on Amazon DynamoDB to collect key Traveler 360 data from several sources, personalization data processing workload outputs, and systems of records.

  4. A chatbot powered by Amazon Lex asks for traveler input data and automates the delivery of personalized user interactions and recommendations.

  5. Use a search service for available products to recommend in the data bank index by using Amazon OpenSearch Service.

  6. Use a mail or mobile push notification service to send recommendations to travelers, scheduled through Amazon Pinpoint.

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Initial publication

Reference architecture diagram first published.

August 15, 2022


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