18North implemented two independent, domain-specific conversational platforms:

A. Fintech BOT – Dialogflow + AWS Lambda

  • Platform: Google Dialogflow Standard Edition

  • Features:

    • 50+ engineered intents including “wallet top-up,” “track remittance,” “agent assistance.”

    • Multilingual NLP: Enabled seamless English and Arabic transitions.

    • Contextual handling for multi-turn dialogues using Dialogflow contexts.

  • Fulfillment Layer:

    • AWS Lambda for API orchestration via secure webhooks.

    • Payload generation, response formatting, and encryption.

  • Omnichannel:

    • Integrated with customer portal, mobile web, and WhatsApp via Twilio.

  • Security & Logging:

    • API key validation, session token management, AWS CloudWatch logging.

B. Retail Fulfillment BOT – Amazon Lex + AWS Backend

  • Platform: Amazon Lex

  • Features:

    • Intent modeling for order lookup, rescheduling, FAQ handling, and shipment tracking.

    • Configured slot filling for guided, voice-like conversations.

  • Integration:

    • Lambda-backed fulfillment triggered business workflows in real time.

    • Future provisioning for Alexa and IVR use cases.

  • Voice/NLP Design:

    • Tailored for transactional query formats and eCommerce vernacular.

    • Amazon Polly used for speech response prototyping.