Learning Objectives: - Learn how to setup Amazon Connect - Learn the value of Amazon Connect and virtual assistants - Learn how to use Amazon Lex chatbots in Amazon Lex

1. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Yasser El-Haggan, Sr. Solutions Architect
October 24th, 2017
Working with Amazon Lex
Chabots in Amazon Connect

2. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Agenda
- Amazon Connect Overview
- Amazon Lex Overview
- Hands on IT Helpdesk Contact Center build

3. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Self-service
configuration
Dynamic, personal,
& natural contact flows
Open Platform
The AWS
ecosystem
100%
cloud-based
Amazon Connect
Overview

4. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
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
Amazon Lex - features
Continuous Learning: monitor and improve your bot

5. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
How are you using speech in your IVR today?
- Not currently using speech (DTMF)
- Using Automatic Speech Recognition (“Say Sales”, “Say
Support”, etc.)
- Using Natural Language Understanding (recognizing
free formed sentences)

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Demo Build
Use Case:
- IT helpdesk that needs to route technical questions and
issues to different groups of agents based on skillset using
full sentence natural language understanding
- Build:
- Amazon Connect contact center instance
- Amazon Lex Chatbot
- Queues, Routing Profiles, and Contact Flow

7. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
How likely are you to consider using Amazon
Connect and Amazon Lex to create natural
language scenarios for your business?
- Very likely
- Somewhat likely
- Not likely

8. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.