Chatbots give customers fast, easy access to information and free customer service agents from mundane, repetitive tasks. Coupled with Amazon Connect, a simple to use, cloud-based contact centre, chatbots can help you innovate your customer service model quickly and cost effectively. But what is the most effective mix of live agent, chatbot, web and mobile interactions for your business? In this short 45-minute webinar, you will learn how, when and why to use chatbots. First, we show you how easy it is to build a new Amazon Connect contact centre. Then we’ll use Amazon Lex to build an intelligent conversational chatbot which is integrated with your new Amazon Connect contact centre workflows. The outcome - a chatbot that offers personalized and dynamic caller experiences.

1. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Douglas Park - Solution Architect
Learn how and why to build
conversational chatbots
31 July 2018

2. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Today’s Experience Challenges
The customer experience:
• Static and unintuitive
• Not personalized
• No context
• Information repeated
The agent experience:
• Frustrated customer
• No context
• Leading to high attrition rates

3. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Imagine if you could…
Create personalized, consistent experiences
Anticipate customer needs
Optimize agent utilisation
Change the role of the agent
Increase contact center productivity

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Over 70,000 Customer Service Associates
support Amazon customers around the world
Amazon strives to be
Earth’s most customer-centric company
AMAZON
SUPPORTS
Millions Of
Customers
Dozens Of
Languages
32 Countries

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Solutions in the marketplace
couldn’t meet our expectations
Heavy
Professional
Services
Hardware,
Telephony
Integration,
Space
Complex
Pricing
Security,
Scalability,
Reliability
Difficult
Integrations
Cumbersome
Tools
We needed the right contact center technology to
deliver on our promise

6. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Real time and
historical analytics
Skills-based routing Call
recording
High-quality
voice capability
Easy to use, cloud-based contact center solution
that scales to support businesses of any size
With Tools That Grow With Your Customer’s Needs

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Self-service
configuration
100%
cloud-based
Amazon Connect

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Turn Months Into Minutes
Self-service setup with just a few easy steps
before you take your first call

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Self-service
configuration
Dynamic, personal,
& natural contact flows
100%
cloud-based
100%
cloud-based
Amazon Connect

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Contact Flow Engine – Customer Experience Example
Ok, you are now
booked for a
9:00AM
departure
tomorrow out of
San Francisco,
arriving in Seattle
at 11:45AM.
Can you
please
rebook me
for the
same flight
tomorrow?
Great
Thank you!Data
Dip
CRM
content
Hi Nikki Wolf,
I see your flight
was cancelled
today. How can
I help you?
Incoming
customer
call

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Amazon Connect
Self-service
configuration
Dynamic, personal,
& natural contact flows
Open platform
100%
cloud-based
100%
cloud-based

12. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
AWS
Lambda
Open Platform and Easy Integrations
Customer
Databases
Business
Intelligence
Contact
Flows
CRM Contact
Control Panel
Your
S3 Storage
Call
Recordings
Your Data
Warehouse
Metrics
Workforce
ManagementAgent Data

13. © 2018, 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

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The Power of AWS – Not Just Amazon Connect
Database
RDS Dynamo Redshift
Management
CloudWatch CloudFormation CloudTrail
Security
IAM Directory Service
Messaging
Pinpoint SNS SES
Development
Lambda API Gateway Step Functions
Analytics
Athena Kinesis Glue QuickSight
Storage
S3 Glacier
AI
Lex Polly ComprehendTranscribe

15. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
THE AI UNDERNEATH
Speech
Recognition
Natural Language
Understanding
Powered by the same deep learning technology as Alexa

16. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
AMAZON LEX
Integrated
development in the
AWS console
Trigger
Lambda
functions
Multi-step
conversations
One-click
deployment
Enterprise
connectors
Fully
managed
Conversational interface for your applications,
powered by the same Natural Language
Understanding (NLU) and Automatic Speech
Recognition (ASR) models as Alexa

17. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
AMAZON LEX CONCEPTS
Utterances
Spoken or typed phrases that invoke
your intent
BookHotel
Intents
An intent performs an action in
response to natural language user input
Slots
Slots are input data required to fulfill
the intent
Fulfillment
Fulfillment mechanism for your intent

18. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
“BOOK A HOTEL”
Book Hotel
NYC
“Book a Hotel in
NYC”
Automatic Speech
Recognition
Hotel Booking
New York City
Natural Language
Understanding Intent/Slot
Model
“Your hotel is booked for
Nov. 30th”
Amazon Polly
Confirmation: “Your hotel
is booked for Nov. 30th”
a
in
“Can I go ahead
with the booking?”
City: New York City
Check In: Nov. 30th
Check Out: Dec. 2nd
Slots

19. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Demo

20. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
“BOOK A HOTEL”
Book Hotel
NYC
“Book a Hotel in
NYC”
Automatic Speech
Recognition
Hotel Booking
New York City
Natural Language
Understanding Intent/Slot
Model
“Your hotel is booked for
Nov. 30th”
Amazon Polly
Confirmation: “Your hotel
is booked for Nov. 30th”
a
in
“Can I go ahead
with the booking?”
City: New York City
Check In: Nov. 30th
Check Out: Dec. 2nd
Slots

21. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
What did we learn?
Amazon Lex Provides the Building Blocks
Building your chatbot with Amazon Lex allows you to engage
with it through multiple channels.
Intelligent Contact Centre
Build Contact Centre solutions using Amazon Connect and
leverage natural language understanding to drive a great user
experience.
Leverage the AWS Ecosystem
By leveraging the AWS ecosystem you can build deep and
smart solution providing fluid integration with your own
systems.

22. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
How to get started
Product Details - https://aws.amazon.com/lex
Tutorial - https://amzn.to/2IKIivO
AWS Lambda
Product Details - https://aws.amazon.com/connect
Tutorial - https://amzn.to/2Lmhfsc
Product Details - https://aws.amazon.com/lambda
Tutorial - https://amzn.to/2KOpzjo
Amazon Lex
Amazon Connect

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Digital Training
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courses built by AWS
experts
Classroom Training
Classes taught by
accredited AWS instructors
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Exams to validate expertise
with an industry-
recognized credential
Ready to begin building your cloud skills?
Get started at: https://www.aws.training/

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Thank You for Attending
We hope you found it interesting! A kind reminder to complete the survey.
Let us know what you thought of today’s event and how we can improve
the event experience for you in the future.
If you have colleagues interested in learning about the business value of
chatbots, please refer today’s “Innovate the Customer Experience with
Cloud and AI” webinar and learn how nib created nibby – the first chatbot
for the Australian Health industry.
https://awsinsight.com.au/events/