In this session, you learn how easy it is to incorporate a voice-based Amazon Lex chatbot into Amazon Connect. We walk you through configuring your own Amazon Connect contact center, implementing a chatbot, and using it in your workflows to deliver a personalized caller experience. You also learn to further personalize the caller experience using AWS Lambda to look up information about the caller from a customer data system. Leave the session with a functioning contact center and a voice-enabled chatbot that you can configure to your business needs over time. Come prepared to build by bringing your laptop and a phone to make test calls.

1. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
AWS re:INVENT
Yasser El-Haggan
S r . S o l u t i o n s A r c h i t e c t , C S M
A m a z o n C o n n e c t
U s e A m a z o n L e x t o B u i l d a C u s t o m e r S e r v i c e C h a t b o t i n Y o u r A m a z o n
C o n n e c t C o n t a c t C e n t e r
Kevan Mah
S r . P r o d u c t M a n a g e r , T e c h n i c a l
A m a z o n C o n n e c t
N o v e m b e r 2 7 , 2 0 1 7

2. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
2:30 p.m.—Amazon Connect/Amazon Lex overview
2:40 p.m.—Basic Amazon Connect setup
• Create Amazon Connect instance
• Claim phone number
• Build a contact flow
• Make a test call
3:05 p.m.—Basic Amazon Lex integration
• Create sample Amazon Lex chatbot
• Manage Lex/Connect permissions
• Integrate bot with contact flow
• Make a test call
3:25 p.m.—Customize your Lex bot
• Build slots
• Understand intents/utterances
3:45 p.m.—AWS Lambda and Amazon DynamoDB
• Create DynamoDB table
• Create Lambda function
• Integrate it all together
• Make a test call
4:10 p.m.—Build your custom extensions
• Use what you’ve learned and modify it to
meet your use case
4:40 p.m.—Wrap up, demos, and final questions
A d v a n c e d i n t e g r a t i o n sC o n n e c t / L e x b a s i c s e t u p
Agenda

3. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Self-service
configuration
Dynamic, personal,
and natural contact flows
100%
cloud-based
100%
cloud-based

4. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Self-service
configuration
Dynamic, personal,
and natural contact flows
Open platform
100%
cloud-based
100%
cloud-based

5. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Self-service
configuration
Dynamic, personal,
and natural contact flows
Open platform
The AWS
ecosystem
100%
cloud-based

6. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Lex
Text and speech language understanding: powered by the same technology
as Alexa

7. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Lex
Text and speech language understanding: powered by the same technology
as Alexa
Build once and integrate with multiple platforms

8. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Lex
Text and speech language understanding: powered by the same technology
as Alexa
Build once and integrate with multiple platforms
Designed for builders: efficient and intuitive tools to build
conversations; scales automatically

9. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Lex
Text and speech language understanding: powered by the same technology
as Alexa
Enterprise ready: scalable, versioning, and alias support
Build once and integrate with multiple platforms
Designed for builders: efficient and intuitive tools to build
conversations; scales automatically

10. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Lex
Text and speech language understanding: powered by the same technology
as Alexa
Enterprise ready: scalable, versioning, and alias support
Build once and integrate with multiple platforms
Designed for builders: efficient and intuitive tools to build
conversations; scales automatically
Continuous learning: monitor and improve your bot

11. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
You run an IT helpdesk that provides help over the phone. When someone calls in, most
of the questions fall into similar categories such as password resets, hardware issues, or
email problems.
It is not cost-effective for you to staff agents to handle these basic calls that could be
solved with self-service. You’d prefer your agents to handle the more complicated
questions.
Business challenge:
IT helpdesk:

12. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
2:30 p.m.—Amazon Connect/Amazon Lex overview
2:40 p.m.—Basic Amazon Connect setup
• Create Amazon Connect instance
• Claim phone number
• Build a contact flow
• Make a test call
3:05 p.m.—Basic Amazon Lex integration
• Create sample Amazon Lex chatbot
• Manage Lex/Connect permissions
• Integrate bot with contact flow
• Make a test call
3:25 p.m.—Customize your Lex bot
• Build slots
• Understand intents/utterances
3:45 p.m.—AWS Lambda and Amazon DynamoDB
• Create DynamoDB table
• Create Lambda function
• Integrate it all together
• Make a test call
4:10 p.m.—Build your custom extensions
• Use what you’ve learned and modify it to
meet your use case
4:40 p.m.—Wrap up, demos, and final questions
A d v a n c e d i n t e g r a t i o n sC o n n e c t / L e x b a s i c s e t u p
Agenda

13. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Wrap up
Amazon Connect:
• Pay only for the value delivered to your customers
• No need to terminate your instance
• Use your $25 AWS credit to build something!

14. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Remember to complete
your evaluations!

15. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Related sessions
BAP202 Amazon Connect Delivers Personalized Customer Experiences for Your Cloud-
Based Contact Center
Monday
BAP305 How to Integrate Salesforce with Your Amazon Connect Cloud-Based Contact
Center
Monday
GPSBUS205 GPS: Amazon Connect: Powerful, Proven Cloud Contact Center Solution for Your
Enterprise
Monday
GPSCT201 GPS: Deep Dive on Amazon Lex, AWS Lambda, and IVR Monday
GPSCT306 GPS: Automate Contact Centers with Amazon Connect Tuesday
MCL302 Maximizing the Customer Experience with AI on AWS Tuesday
MCL332 Using Amazon Lex to Build a Customer Service Chatbot Tuesday
BAP313 How to Use AWS IoT with your Amazon Connect Cloud Contact Center to
Anticipate Customer Needs
Wednesday
BAP301 Bring the Power of AI to Contact Centers Wednesday
BAP304 How To Use AWS IoT and Amazon Connect to Drive Proactive Customer Service Thursday
BAP307 Use Amazon Lex to Build a Customer Service Chatbot in Your Amazon Connect
Contact Center
Thursday