In this workshop, you learn how easy it is to incorporate a voice-based Amazon Lex chatbot into your Amazon Connect contact center. 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 session 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.

1. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Kevan Mah
Sr. Product Manager, Amazon Connect
Marc Rudkowski
Global Connect Architect, AWS Professional 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
2:30 p.m. – Amazon Connect/Amazon Lex
overview
2:40 p.m. – Basic Amazon Connect setup
• Create Amazon Connect instance
• Claim phone number
• Build a contact flow
• Make a test call
3:05 p.m. – Basic Amazon Lex integration
• Create sample Amazon Lex chatbot
• Manage Lex/Connect permissions
• Integrate bot with contact flow
• Make a test call
3:25 p.m. – Customize your Amazon Lex bot
• Build slots
• Understand intents/utterances
3:45 p.m. – AWS Lambda and Amazon DynamoDB
• Create DynamoDB table
• Create Lambda function
• Integrate it all together
• Make a test call
4:10 p.m. – Build your custom extensions
• Use what you’ve learned and modify it to
meet your use case
• Wrap up, demos, and final questions
Connect/Lex basic setup Advanced integrations

3. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Self-service
configuration
100%
cloud-based
100%
cloud-based
Amazon Connect

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

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

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

7. © 2018, 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.
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.
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.
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.
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. 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.
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15. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Thank you!