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 have the opportunity to further personalize caller experiences by using AWS Lambda to access caller information from your customer data system. Leave this workshop with a functioning Amazon Connect contact center and a voice-enabled chatbot that you can continually modify to your business needs. Come prepared to build by bringing your laptop and a phone to make test calls.

2. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Build a Voice-Based Chatbot for
Your Amazon Connect Contact
Center
Yasser El-Haggan
Principal Solutions Architect
Amazon Web Services
B A P 4 0 1
Kevan Mah
Principal Product Manager
Amazon Web Services

3. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
10Min – Amazon Connect/Lex Overview
25Min– Basic Amazon Connect Setup
• Create Amazon Connect Instance
• Claim Phone Number
• Build a Contact Flow
• Make a Test Call
20Min– Basic Amazon Lex Integration
• Create sample Amazon Lex chatbot
• Manage Lex/Connect Permissions
• Integrate bot with Contact Flow
• Make a Test Call
20Min– Customize your Amazon Lex bot
• Build Slots
• Understand intents/utterances
20Min – AWS Lambda and Amazon DynamoDB
• Create Amazon DynamoDB Table
• Create Lambda function
• Integrate it all together
• Make a Test Call
25Min– Build your custom extensions
• Use what you’ve learned and modify it to
meet your use case
15Min – 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

4. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Self-service
configuration
Dynamic, personal,
& natural contact flows
100%
cloud-based
100%
cloud-based

5. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Self-service
configuration
Dynamic, personal,
& natural contact flows
Open Platform
100%
cloud-based
100%
cloud-based

6. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Self-service
configuration
Dynamic, personal,
& natural contact flows
Open Platform
The AWS
ecosystem
100%
cloud-based

7. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 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

8. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 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

9. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 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

10. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 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

11. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 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

12. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 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:

13. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
© 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. Thank you!
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Yasser El-Haggan
Kevan Mah

15. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.