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

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Yasser El-Haggan
Principal Solutions Architect, Amazon Web Services
SRV326
Build a Voice-Based Chatbot for Your
Amazon Connect Contact Center

2. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Agenda
12:00 p.m.—Getting started and services overview
12:20 p.m.—Amazon Connect instance setup
• Create Amazon Connect instance
• Claim phone number
• Make a test call
• Create queues
• Import sample contact flow
• Make a test call
12:50 p.m.—AWS Lambda and Amazon DynamoDB
• Create Amazon DynamoDB table
• Create AWS Lambda function
• Integrate it all together
• Make a test call
1:10 p.m.—Basic Amazon Lex integration
• Create sample Amazon Lex chatbot
• Manage Amazon Lex/Amazon Connect
permissions
• Integrate bot with contact flow
• Make a test call
1:30 p.m.—Custom CCP Integration
• Add custom CCP origin to instance
• Understand how to pass data to agent
• Make a test call
1:40 p.m.— Wrap up and final questions
Amazon Connect/Amazon Lex basic
setup
Advanced Integrations

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Services Overview
AWS Lambda is a serverless compute service that runs your code in response to events and
automatically manages the underlying compute resources for you. Amazon Connect makes it easy to
invoke Lambda functions to send and receive data in real time.
Amazon DynamoDB is a nonrelational database that delivers reliable performance at any scale. It's a
fully managed, multi-region, multi-master, database providing consistent single-digit millisecond
latency making it ideal for use in the contact center to store, read and write key-value pairs.
Amazon S3 is object storage built to store and retrieve any amount of data from anywhere. It is
designed to deliver 99.999999999% durability, making it a perfect fit for storing and retrieving
Amazon Connect call recordings and exported reports.
AWS Key Management Service (AWS KMS) is a managed service that makes it easy for you to create
and control the encryption keys used to encrypt your data. Amazon Connect integrates seamlessly
with AWS KMS, and by default encrypts your call recordings and exported reports in your S3 bucket.

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Services Overview
Amazon Polly is a text-to-speech service that uses advanced deep learning technologies to
synthesize speech that sounds like a human voice, and is directly integrated within Amazon Connect.
Amazon Polly currently includes 53 voices across 26 languages.
Amazon Connect is a self-service, cloud-based contact center service, with pay-as-you-go pricing,
that makes it easy for any business to deliver better customer service experiences at lower cost.
Amazon Lex is a service for building conversational interfaces into any application using voice and
text, and can be easily used in the Amazon Connect contact center.

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Amazon Connect Overview
Self-service
configuration
Dynamic, personal,
and natural contact flows
100%
cloud-based
100%
cloud-based

6. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Connect Overview
Self-service
configuration
Dynamic, personal,
and natural contact flows
Open platform
100%
cloud-based
100%
cloud-based

7. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Connect Overview
Self-service
configuration
Dynamic, personal,
and natural contact flows
Open platform
The AWS
ecosystem
100%
cloud-based

8. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Lex Overview
Text and speech language understanding, to create conversational
interfaces: powered by the same technology as Alexa
Enterprise ready: connect to enterprise systems via SaaS connectors
Versioning and alias support
Build once and deploy to multiple platforms
Designed for builders: efficient and intuitive tools to build
conversations; scales automatically
Continuous learning: monitor and improve your bot

9. Hands on!
Workshop use case
• Create a dynamic, personalized greeting based on information
we know about the caller. For this workshop, it will be simple:
Their name and the last time they called.
• IT Help Desk contact center, where we can prompt callers for
“how can we help you today?” and based on their response,
identify intent, and route the call accordingly.
• Pass data, including call intent, to the agent prior to them
answering the call

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Submit session feedback
1. Tap the Schedule icon.
2. Select the session you attended.
3. Tap Session Evaluation to submit your
feedback.

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Thank you!