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TCS Worldwide
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    TCS is here to make a difference through technology.

    Leading the way in innovation for over 55 years, we build greater futures for businesses across multiple industries and 55 countries.

    Discover all solutions
  • Industries
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    • ignio™
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    • Jile™
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Overview
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  • Products and Platforms expand here
    • TCS ADD™
    • TCS BANCS™
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    • TCS CHROMA™
    • TCS Customer Intelligence & Insights™
    • TCS ERP on Cloud
    • ignio™
    • TCS iON™
    • TCS HOBS™
    • TCS Intelligent Urban Exchange™
    • TCS OmniStore™
    • TCS Optumera™
    • TCS Tap™
    • Quartz™ – The Smart Ledgers™
    • TCS TwinX™
    • TCS MasterCraft™
    • Jile™
    • TCS DigiBOLT™
    • Overview Press tab for submenu items

      We deliver excellence and create value for customers and communities.

      Our expert, committed team put our shared values into action – every day. With the best talent and the latest technology we help customers turn complexity into opportunities and create meaningful change.

      Discover the difference
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      Extraordinary expertise leads to remarkable results.

      We share news, insights, analysis and research – tailored to your unique interests – to help you deepen your knowledge and impact.

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      Want to be a global change-maker? Join our team.

      At TCS, we believe exceptional work begins with hiring, celebrating and nurturing the best people — from all walks of life.

      Join us
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      Get access to a catalog of the latest news stories from across TCS. Discover our press releases, reports, and company announcements.

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    • Press releases

      Recent Press releases

      15 May 2025 TCS Recognized as One of the World’s Top 50 Brands by Kantar BrandZ; Brand Value Soars 28% YoY to $57.3Bn
      14 May 2025 TCS Partners with Khan Bank to Future-Proof its Operations, Enhance Customer Experience and Propel Innovation leveraging AI and ML
      12 May 2025 TCS Partners with Dhofar Insurance Company to Transform its Core Insurance Platform
      View all
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      02 May 2025 TCS Ranked Denmark’s #1 IT Service Provider for Customer Satisfaction in 2025
      23 Apr 2025 TCS Partners with Google Cloud on Agent-to-Agent Interoperability Protocol to Drive Future-Ready Enterprises
      11 Apr 2025 TCS Partners with Google Cloud to Accelerate AI-led Transformation in the Retail Sector
      View all
    • Analyst recognition

      Recent recognitions

      22 Apr 2025 TCS Ranked #6 Amongst Banking Technology Providers and Recognized as a Regional Leader across all Geographies by Everest Group
      17 Apr 2025 TCS BaNCS Named a Leader Among Wealth Management Products by Everest Group
      01 Apr 2025 TCS Positioned as a Leader in Worldwide Discrete Manufacturing Product Lifecycle Management Strategic Consulting Services and Systems Integration by IDC MarketScape
      View all
    • Events

      Upcoming events

      11 Jun 2025 TCS and PTC Present the North America Leadership Forum 2025
      04 Jun 2025 Veeva R&D and Quality Summit: Developing Better Health Outcomes
      02 Jun 2025 Siemens Realize LIVE: Discussing Technology and Digital Transformation
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    What we do
    • Overview Press tab for submenu items

      TCS is here to make a difference through technology.

      Leading the way in innovation for over 55 years, we build greater futures for businesses across multiple industries and 55 countries.

      Discover all solutions
    • Industries
      • Banking
      • Capital Markets
      • Consumer Packaged Goods and Distribution
      • Communications, Media, and Information Services
      • Education
      • Energy, Resources, and Utilities
      • Healthcare
      • High Tech
      • Insurance
      • Life Sciences
      • Manufacturing
      • Public Services
      • Retail
      • Travel and Logistics
    • Services
      • Artificial Intelligence
      • Cloud
      • Cognitive Business Operations
      • Consulting
      • Cybersecurity
      • Data and Analytics
      • Enterprise Solutions
      • IoT and Digital Engineering
      • Network Solutions and Services
      • TCS Interactive
      • Sustainability Services
    • Products and Platforms
      • TCS ADD™
      • TCS BANCS™
      • TCS BFSI Platforms
      • TCS CHROMA™
      • TCS Customer Intelligence & Insights™
      • TCS ERP on Cloud
      • ignio™
      • TCS iON™
      • TCS HOBS™
      • TCS Intelligent Urban Exchange™
      • TCS OmniStore™
      • TCS Optumera™
      • TCS Tap™
      • Quartz™ – The Smart Ledgers™
      • TCS TwinX™
      • TCS MasterCraft™
      • Jile™
      • TCS DigiBOLT™
    Overview
  • Industries expand here
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    • TCS Interactive
    • Sustainability Services
  • Products and Platforms expand here
    • TCS ADD™
    • TCS BANCS™
    • TCS BFSI Platforms
    • TCS CHROMA™
    • TCS Customer Intelligence & Insights™
    • TCS ERP on Cloud
    • ignio™
    • TCS iON™
    • TCS HOBS™
    • TCS Intelligent Urban Exchange™
    • TCS OmniStore™
    • TCS Optumera™
    • TCS Tap™
    • Quartz™ – The Smart Ledgers™
    • TCS TwinX™
    • TCS MasterCraft™
    • Jile™
    • TCS DigiBOLT™
  • Who we are
    • Overview Press tab for submenu items

      We deliver excellence and create value for customers and communities.

      Our expert, committed team put our shared values into action – every day. With the best talent and the latest technology we help customers turn complexity into opportunities and create meaningful change.

      Discover the difference
    • About Us
      • Leadership
      • Corporate Sustainability
      • Diversity, Equity, and Inclusion
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      • The TCS Way
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    • Our Brand
    Overview
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  • Our Brand
  • Insights
    • Overview Press tab for submenu items

      Extraordinary expertise leads to remarkable results.

      We share news, insights, analysis and research – tailored to your unique interests – to help you deepen your knowledge and impact.

      Discover Expert Insights
    • Customer Stories
    • Perspectives
    • Global studies
    • Topics
      • Metaverse
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      • Blockchain
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      • Future of Work
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    Overview
  • Customer Stories
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  • Topics expand here
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  • Careers
    • Overview Press tab for submenu items

      Want to be a global change-maker? Join our team.

      At TCS, we believe exceptional work begins with hiring, celebrating and nurturing the best people — from all walks of life.

      Join us
    • India
      • India
    • Americas
      • Argentina
      • Brazil
      • Canada
      • Chile
      • Colombia
      • Ecuador
      • Mexico
      • Peru
      • Uruguay
      • USA
    • Asia Pacific
      • Australia
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  • Newsroom
    • Overview Press tab for submenu items

      Find the latest news about TCS in our Newsroom

      Get access to a catalog of the latest news stories from across TCS. Discover our press releases, reports, and company announcements.

      Discover more
    • Press releases

      Recent Press releases

      15 May 2025 TCS Recognized as One of the World’s Top 50 Brands by Kantar BrandZ; Brand Value Soars 28% YoY to $57.3Bn
      14 May 2025 TCS Partners with Khan Bank to Future-Proof its Operations, Enhance Customer Experience and Propel Innovation leveraging AI and ML
      12 May 2025 TCS Partners with Dhofar Insurance Company to Transform its Core Insurance Platform
      View all
    • News alerts

      Recent News

      02 May 2025 TCS Ranked Denmark’s #1 IT Service Provider for Customer Satisfaction in 2025
      23 Apr 2025 TCS Partners with Google Cloud on Agent-to-Agent Interoperability Protocol to Drive Future-Ready Enterprises
      11 Apr 2025 TCS Partners with Google Cloud to Accelerate AI-led Transformation in the Retail Sector
      View all
    • Analyst recognition

      Recent recognitions

      22 Apr 2025 TCS Ranked #6 Amongst Banking Technology Providers and Recognized as a Regional Leader across all Geographies by Everest Group
      17 Apr 2025 TCS BaNCS Named a Leader Among Wealth Management Products by Everest Group
      01 Apr 2025 TCS Positioned as a Leader in Worldwide Discrete Manufacturing Product Lifecycle Management Strategic Consulting Services and Systems Integration by IDC MarketScape
      View all
    • Events

      Upcoming events

      11 Jun 2025 TCS and PTC Present the North America Leadership Forum 2025
      04 Jun 2025 Veeva R&D and Quality Summit: Developing Better Health Outcomes
      02 Jun 2025 Siemens Realize LIVE: Discussing Technology and Digital Transformation
      View all
    • Media kit
    Overview
  • Press releases
  • News alerts
  • Analyst recognition
  • Events
  • Media kit
  • Investors
    • Overview Press tab for submenu items

      TCS works hand in hand with world-leading investors.

      Tata Consultancy Services Limited
      NSE:TCS
      INR
      Discover more FY24-25 debrief
    • Management Commentary
      • Latest Quarter Commentary
      • Annual Report Section
    • Financials
      • Quarterly Earnings Reports
      • Download TCS Data Sheet
      • Erstwhile CMC Financials
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      • Stakeholder Engagement and Identification of Material Issues
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    • TCS and AWS Cloud
    • Solution

    TCS’ Conversational AI Services on AWS Cloud

    Share TCS' Personalized Conversational AI Services on AWS Cloud
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    Grow, Innovate, and Transform with TCS and AWS Cloud

    We bring you the best of TCS and AWS to help you accelerate digital transformation and realize a clear path to value with continuous innovation on AWS Cloud.
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    Grow, Innovate, and Transform with TCS and AWS Cloud

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    Enable enterprise agility and boost adoption of a unified, open, and scalable data management platform on the cloud with end-to-end, automated migration on AWS.
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    20 Nov 2023
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    Highlights

    • Contact centers are increasingly using conversational AI to provide customers a personalized experience.
    • Conversational AI agents leverage natural language processing (NLP) and machine learning (ML) to sense customer intent and enable customers to use natural language to communicate and get accurate responses.
    • With TCS’ conversational AI services on AWS Cloud, we enable businesses to provide a hyper-personalized experience to their customers.

    In this article

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    Overview

    Chatbots are everywhere but having a natural flow of conversation with them is still a challenge.

    With contact centers embracing digital channels, there’s been a rise in the use of chatbots for customer self-service over the last few years. And while customers have also taken to them, there are still some challenges to be addressed. For instance, chatbots are designed in such a way that they take longwinded, pre-defined paths that are not user-friendly. 

    Often, chatbots are unable to adjust to the varied communication styles of customers and fail to resolve intent, resulting in calls being transferred to live chat agents. They need continuous monitoring for effectiveness and constant code deployments to handle changes to the conversational flows dynamically.

    Solution

    Redefine customer experience with AI assistants that are context-aware, powered by predictive intelligence, and allow natural language.

    TCS’ conversational AI offerings leverage Amazon Lex and Amazon Connect to provide customers a hyper-personalized experience. 

    Our AI offerings are embedded with the following features:

    • Conversational IVR by design: We leverage Amazon Connect’s natural language Interactive Voice Response (IVR) capability and AI/ML services to provide context and enable customers to use natural language to get their queries resolved.

    • Context-aware: Conversational AI agents leverage NLP and ML to sense customer intent and get accurate, relevant responses quickly.

    • Predictive intelligence and analytics: These are used to tailor responses based on user profiles and preferences, and provide recommendations based on historical data.

    • Consistent omnichannel customer experience: Our conversational agents are available across digital channels so customers have the same experience across channels. 

    BENEFITS

    Taking AI to a more human level

    Here’s how conversational AI can enhance customer experience and bring greater value for your business:

    • Intuitive and natural – Enables customers to use natural language to get answers to their queries 

    • Cross-sell/Upsell – Opens upsell opportunities with predictive analysis

    • Accuracy – Offers the most accurate results for frequently asked questions 

    • Personalization – Provides customized responses and recommendations based on insights from data on user profiles and preferences 

    • Reduction in operating costs – Reduces operating costs 10-15% by bringing down the number of calls handled by human agents and providing 24/7 self-service option

    THE TCS ADVANTAGE 

    When you work with us, you can make the most of our expertise and strong partnership with AWS.

    • TCS’ application development and support engineers provide comprehensive, tailored solutions to meet business requirements.

    • Our associates are trained and certified in implementing customized Amazon Lex and Amazon Connect contact centers.

    • We have a proven record of delivering conversational experience solutions to customers from across industries.

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