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Amazon Connect & Amazon Lex Demo

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Amazon Connect & Amazon Lex Demo

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Amazon Connect & Amazon Lex Demo

  1. 1. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Deep Dive Demo: Amazon Connect & Amazon Lex Sara Mitchell AWS Solutions Architect sarmitc@amazon.com
  2. 2. Developer challenges Conversational interfaces need to combine a large number of sophisticated algorithms and technologies Speech recognition Language understanding Business logic Disparate systems Authentication Messaging platforms Scale Testing Security Availability Mobile
  3. 3. Amazon Lex
  4. 4. Amazon Lex – Features Text and speech language understanding: powered by the same technology as Amazon Alexa Deployment to chat services (Web/Mobile Apps, Facebook, Kik, Slack, Twilio SMS) Designed for builders: efficient and intuitive tools to build conversations; scales automatically Versioning and alias support@
  5. 5. Deployment to chat services Facebook Messenger Mobile Card Description Button 1 Button 2 Button 3 Card Description Option 1 Option 2 Authentication Rich formattingOne-click deployment Amazon Lex Twilio SMS . . .
  6. 6. AWS Mobile Hub integration Authenticate users Analyze user behavior Store and share media Synchronize data More …. Track retention Conversational bots Amazon LexAWS Mobile SDKs AWS Mobile Hub
  7. 7. Versioning and alias support AliasVersioning • Supported for intents, slots, and bots • Enables multideveloper environment • Rollback to previous versions • Deploy different aliases to different platforms • Run different stacks for dev, stage and prod environments • Target different user groups with different aliases v1 v2 v3 latest v1 Dev v2 Stage v3 Prod
  8. 8. Amazon Lex use cases Informational Bots Chatbots for everyday consumer requests Application Bots Build powerful interfaces to mobile applications • News updates • Weather information • Game scores … • Book tickets • Order food • Manage bank accounts … Enterprise Productivity Bots Streamline enterprise work activities and improve efficiencies • Check sales numbers • Marketing performance • Inventory status … Internet of Things (IoT) Bots Enable conversational interfaces for device interactions • Wearables • Appliances • Auto …
  9. 9. Amazon Lex Utterances Spoken or typed phrases that invoke your intent BookHotel Intents An intent performs an action in response to natural language user input Slots Slots are input data required to fulfill the intent Fulfillment Fulfillment mechanism for your intent
  10. 10. “Book a hotel” Book hotel NYC “Book a hotel in NYC” Automatic speech recognition Hotel booking New York City Natural language understanding Intent/slot Model UtterancesHotel Booking City New York City Check in Nov 30th Check out Dec 2nd “Your hotel is booked for Nov 30th” Amazon Polly Confirmation: “Your hotel is booked for Nov 30th” “Can I go ahead with the booking? a in
  11. 11. Utterances I’d like to book a hotel I want to make my hotel reservations I want to book a hotel in New York City Can you help me book my hotel?
  12. 12. Slots Destination City New York City, Seattle, London … Slot Type Values Check in Date Valid dates Check out Date Valid dates
  13. 13. Slot elicitation I’d like to book a hotel What date do you check in? New York City Sure, what city do you want to book? Nov 30th Check in 11/30/2017 City New York City
  14. 14. Amazon Lex – technology Amazon Lex Automatic Speech Recognition (ASR) Natural Language Understanding (NLU) Same technology that powers Alexa Amazon Cognito CloudTrail CloudWatch AWS Services Action AWS Lambda Authentication & Visibility Speech API Language API Fulfillment End Users Developers Console SDK Intents, Slots, Prompts, Utterances Input: Speech or Text Multi-Platform Clients: Mobile, IoT, Web, Chat API Output: Speech (via Amazon Polly TTS) or Text
  15. 15. Create the bot
  16. 16. Create and edit a slot type
  17. 17. Business logic provided by Lambda
  18. 18. My Lex Bot As part of a webpage
  19. 19. What about if I could call my Lex bot?
  20. 20. Amazon Connect
  21. 21. Tens of thousands of Customer Service Associates support Amazon customers around the world. Amazon strives to be Earth’s most customer-centric company AMAZON SUPPORTS Millions Of Customers Dozens Of Languages 32 Countries
  22. 22. Real time and historical analytics Skills-based routing [Automatic Call Distribution (ACD)] Call recording High-quality voice capability Easy to use, cloud-based contact center solution that scales to support businesses of any size With Tools That Grow With Your Needs Amazon Connect
  23. 23. Turn Months Into Minutes Self-service setup with just a few easy steps before you take your first call
  24. 24. NATURAL Amazon Lex Chatbots use the same technology that powers Alexa DYNAMIC Answer customer questions before they are even asked PERSONAL Contact flows adapt on a per customer basis Ok, you are now booked for a 9:00AM departure tomorrow out of San Francisco, arriving in Seattle at 11:45AM. Can you please rebook me for the same flight tomorrow? Great Thank you!Data Dip CRM content Hi Nikki Wolf, I see your flight was cancelled today. How can I help you? Incoming customer call Contact Flow Engine – Customer Experience
  25. 25. OPEN PLATFORM Your S3 Storage Your Data Warehouse Customer Databases Business Intelligence Workforce ManagementAgent Data AWS Lambda Call Recordings Metrics Contact Flows CRM Contact Control Panel Open Platform/ Easy Integrations
  26. 26. Customer Connected Minute Pay as you go No hassle telephony No required commitments No hardware or space required Pay only for the value delivered to your customers Automatic Scaling Amazon Connect https://aws.amazon.com/connect/pricing/
  27. 27. Configuring Connect Amazon Connect
  28. 28. Telephony Amazon Connect
  29. 29. Data Storage Amazon Connect
  30. 30. Data Streaming Amazon Connect
  31. 31. Application Integration Amazon Connect
  32. 32. Contact Flows Amazon Connect
  33. 33. Administer Connect Amazon Connect
  34. 34. Claim a Phone Number Amazon Connect
  35. 35. Manage Phone Numbers Amazon Connect
  36. 36. Contact flow Amazon Connect
  37. 37. Call Recording • Writes Call Recordings to the specified bucket when the instance was configured. • Apply S3 Lifecycle policies Amazon Connect S3 Folder Structure S3_bucket/connect/instancename/CallRecordings/yyyy/mm/dd/uniqueid_yyyymmddTHH:MM_UTC.wav
  38. 38. Create Queue Amazon Connect
  39. 39. Create Working Profile Amazon Connect
  40. 40. Create Users Amazon Connect
  41. 41. Summary of Configuration Queues • Agent1Queue • Agent2Queue • Team1Queue On each queue, set an outgoing number dedicated to individual users. Amazon Connect Working Profiles • Agent1Profile • Agent1Queue • Team1Queue, • Set the outgoing queue to Agent1Queue. • Agent2Profile • Agent2Queue • Team1Queue • set the outgoing queue to Agent2Queue. Users • Agent1 • Agent2
  42. 42. Summary • Conversational interfaces built with Amazon Lex • Call Centre running on Amazon Connect • Voices provided by Amazon Polly • Business logic built in AWS Lambda • Extend this, for example: • Integrate the bot with text based services such as Slack, Twilio • Call Recordings Stored in S3 – audit and analysis • Integrate with CRM tools • Click to dial from Salesforce
  43. 43. Useful reading https://aws.amazon.com/blogs/machine-learning/building- better-bots/ https://aws.amazon.com/blogs/machine-learning/building- better-bots-part-2/ https://aws.amazon.com/blogs/machine-learning/greetings- visitor-engage-your-web-users-with-amazon-lex/ https://aws.amazon.com/blogs/aws/new-amazon-connect- and-amazon-lex-integration/
  44. 44. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Deep Dive Demo: Amazon Connect & Amazon Lex Sara Mitchell AWS Solutions Architect sarmitc@amazon.com

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