Enriching Customer Experience using a Serverless Voice Chatbot

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This document provides an agenda and overview for a presentation on enriching customer experience using a serverless voice chatbot. The agenda includes an introduction to chatbots and Amazon Connect, a deep dive on integrating Amazon Lex and AWS Lambda, and a demo of a voicemail bot. It also outlines an architecture that uses Amazon Connect, Lex, Lambda, Polly, and other AWS services to build a voice user interface and process voice interactions through natural language.

© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Injae Kwak, Solutions Architect, AWS
September, 2017
Enriching Customer Experience
Using a Serverless Voice ChatBot

• Why ChatBots?
• Amazon Connect and Polly/Lex Integration
• Deep Dive on Lex/Lambda
• Demo (Voicemail Bot)
• Overview Architecture
Agenda

Conversational AIBetter Customer Experience Data Driven Decisions
What do we want?

Amazon Connect Features
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
Amazon
Lex
Amazon
Polly

<speak>
<p>
Hello! <break
time="500ms"/>
My name is Emma and I am
powered by
<emphasis
level="moderate">
Amazon Polly </emphasis>
</p>
</speak>
Amazon Polly Integration

User Amazon Connect Amazon Lex AWS LambdaAmazon Polly
Dials Into Service
“Hello” [TEXT]
“Hello.” [AUDIO]
Interaction Flow (Simple) Polly Integration

User Amazon Connect Amazon Lex AWS LambdaAmazon Polly
“Start myName Bot” Detect UtterancePass Intent
“What is your name?”
“Bob”
“Slots:”
{
“Name”: “Bob”
}
Slot Validation (optional)
“Nice to meet you {Name}”
Interaction Flow (Detailed)

Amazon Connect Lex + Lambda Controller
SNS (SMS)
Messaging Function
Database Function
S3
Athena + QuickSight S3 DynamoDB
User dials Amazon Connect
Voicemail Bot
SMS confirmation sent
Voicemail data storedAnalytics Dashboard
Users
Architecture

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Dive into the world of Website Designing and Developing with Pixlogix! Looking to create a stunning online presence? Look no further! Our comprehensive checklist covers everything you need to know to craft a website that stands out. From user-friendly design to seamless functionality, we've got you covered. Don't miss out on this invaluable resource! Check out our checklist now at Pixlogix and start your journey towards a captivating online presence today.

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Enriching Customer Experience using a Serverless Voice Chatbot

3. • Why ChatBots? • Amazon Connect and Polly/Lex Integration • Deep Dive on Lex/Lambda • Demo (Voicemail Bot) • Overview Architecture Agenda

5. Conversational AIBetter Customer Experience Data Driven Decisions What do we want?

6. Voice User Interface Amazon Connect

7. Amazon Connect Features 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 Amazon Lex Amazon Polly

8. Amazon Connect Contact Flow (Polly)

9. <speak> <p> Hello! <break time="500ms"/> My name is Emma and I am powered by <emphasis level="moderate"> Amazon Polly </emphasis> </p> </speak> Amazon Polly Integration

10. User Amazon Connect Amazon Lex AWS LambdaAmazon Polly Dials Into Service “Hello” [TEXT] “Hello.” [AUDIO] Interaction Flow (Simple) Polly Integration

11. Amazon Connect Contact Flow (Lex)

12. Amazon Lex Integration

13. Amazon Lex Console

14. Amazon Lex Slots

15. Amazon Lex Console (Continued)

16. Slot Validation with Lambda

17. Amazon Lex and Lambda

18. User Amazon Connect Amazon Lex AWS LambdaAmazon Polly “Start myName Bot” Detect UtterancePass Intent “What is your name?” “Bob” “Slots:” { “Name”: “Bob” } Slot Validation (optional) “Nice to meet you {Name}” Interaction Flow (Detailed)

19. Voice Bot: 1300 317 415 Demo

20. Voice Bot: 1300 317 415 Demo

21. Data Analytics

22. Amazon Connect Lex + Lambda Controller SNS (SMS) Messaging Function Database Function S3 Athena + QuickSight S3 DynamoDB User dials Amazon Connect Voicemail Bot SMS confirmation sent Voicemail data storedAnalytics Dashboard Users Architecture

23. Thank You! injakwak@amazon.com

Editor's Notes

Research paper, Converse AI, Concepts apply Ent or Start up And lastly, something that is common on the AWS platform, which is to continually experiment and drive for more innovation through collecting data, analyzing, implement new change, iterate. And these concepts applies whether you are an enterprise or a small to medium business. Because a happy customer often means a higher revenue through repeated sales
Lex: Natural Language Processing to pick up key words and work out the intent
Example of a use case, where your customers try to call in and are unable to get through a long queue, or contacts after office hours. Instead of them having to wait, we can use a combination of IVR and our chatbot to give the customers an interactive way to leave a message for a follow up. Had to record this because of noise
Will use Live console for demo (but leaving this screenshot for fallback)

Enriching Customer Experience using a Serverless Voice Chatbot

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