Learn how easy it is to incorporate a voice-based Amazon Lex chatbot into your Amazon Connect contact center. In this chalk talk, we discuss the process and whiteboard the architecture with you. We walk you through implementing a chatbot and show you how to use it in your workflows to deliver a personalized voice-based caller experience. Come prepared with questions for this interactive session.

1. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Chris Wagner
Specialized Sales, Amazon Connect, Amazon Web Services
Jeremy Puent
Senior Solutions Architect, Amazon Connect, Amazon Web Services
BDA312
Build a Voice-Based Chatbot for Your
Amazon Connect Contact Center

2. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Intros
Overview of Amazon Connect and Amazon Lex
Use case and demo
Architecture review / discussion
Pick another architecture

3. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Connect and Amazon Lex – natural language
understanding in customer care
Amazon Connect – cloud contact center as a managed service with
pay-as-you-go pricing and simple-to-use tools to empower next-
generation customer care experiences.
Amazon Lex – natural language understanding (NLU) engine. A
service for building conversational interfaces into any application
using voice (automated speech recognition, or ASR) and text.

4. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Where to begin – AI in the contact center
Who needs a human? – using Amazon Lex for high-frequency, low-
skill interactions.
What’s your name again? – using Amazon Lex to pass contextual
information to agents and systems to increase experience quality.

5. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Use case:
Cut down on calls to agents where agent
adds no value. Offload to bot.
DEMO

6. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon
Connect
Amazon
Lex
Amazon
Lex
validation
Lambda
function
Amazon
DynamoDB
Amazon
SNS
SMS Event
Lambda
function
Corporate
call center
(PSTN
omitted)
Caller
(PSTN
omitted)
Amazon Connect NLU and
SMS reference architecture

7. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Your use case?

8. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Use case:
Create an engaging game using Amazon Lex.
Connect with updated and historical stats.
DEMO

9. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon
SNS
Internet
Amazon
Cognito
Master stats
table
Live stats table
AWS Lambda function
(table garbage collection)
Amazon CloudWatch
event trigger
Amazon S3
static website
Amazon Polly
Amazon
Connect
Game player (caller)
*PSTN networkingomitted
Gameplay status viewer (website)
Amazon
DynamoDB
AWS Lambda
functions

10. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Sales Specialist, Amazon Connect
wagchri@amazon.com
Chris Wagner
Senior Solutions Architect, Amazon
Connect
JerPuent@amazon.com
@BowTieGuy_CC
Jeremy Puent

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Thank you!