Building Chatbots with Amazon Lex @awscloud Sara Mitchell AWS Financial Services Solutions Architect © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. #AWSInnovate Chatbots Good AI Chatbots Solve Some Of The Hardest Problems In Computer Science Learning Language © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Perception Problem Solving Reasoning Use cases Informational Bots Chatbots for everyday consumer requests • News updates • Weather information • Game scores Application Bots Build powerful interfaces to mobile applications • Book tickets • Order food • Manage bank accounts Enterprise Productivity Bots Streamline enterprise work activities and improve efficiencies • Check sales numbers • Marketing performance • Inventory status Internet of Things (IoT) Bots Enable conversational interfaces for device interactions • Wearables • Appliances • Auto © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Developer challenges Security Speech recognition Authentication Language understanding Disparate systems Messaging platforms Business logic Availability Testing Scale Mobile Conversational interfaces need to combine a large number of sophisticated algorithms and technologies © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Lex – Features Text and speech language understanding: powered by the same technology as Amazon Alexa Deployment to chat services (Web/Mobile Apps, Facebook, Kik, Slack, Twilio SMS) Designed for builders: efficient and intuitive tools to build conversations; scales automatically @ Versioning and alias support © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Lex Bots – key concepts BookHotel Intents An intent performs an action in response to natural language user input Utterances Spoken or typed phrases that invoke your intent Slots Slots are input data required to fulfill the intent Fulfillment Fulfillment mechanism for your intent © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. “Book a hotel” Book a in “Book a hotel in NYC” Hotel booking hotel New York City NYC Automatic speech recognition Natural language understanding Hotel Booking “Your hotel is booked for Nov 30th” © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Utterances City New York City Check in Nov 30th Check out Dec 2nd Amazon Polly Intent/slot Model “Can I go ahead with the booking? Confirmation: “Your hotel is booked for Nov 30th” Utterances I’d like to book a hotel I want to make my hotel reservations Can you help me book my hotel? I want to book a hotel in New York City © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Slots Slot Type Values Destination City New York City, Seattle, London … Check in Date Valid dates Check out Date Valid dates © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Slot elicitation I’d like to book a hotel Sure, what city do you want to book? City New York City New York City What date do you check in? Nov 30th © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Check in 11/30/2017 Amazon Lex - Technology © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Create the bot © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Create and edit a slot type © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Business logic provided by Lambda © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. My Lex Bot © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Designing conversational interfaces © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Conversational Interfaces • Don’t drone on • Use natural language– think about how you’d say something if you were face to face • • • • • Taking turns Maintaining context Manage colloquial phrases Variety – different ways of saying the same thing Handling the unexpected • • • People don’t respond in the ‘correct’ way but don’t want to repeat themselves Error handling should be brief and focused on getting conversation back on track Offer suggestions – again to get the conversation moving forward and avoiding dead ends © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. What about if I could call my Lex bot? © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect Easy to use, cloud-based contact center solution that scales to support businesses of any size With Tools That Grow With Your Needs Skills-based routing [Automatic Call Distribution (ACD)] © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Call recording Real time and historical analytics High-quality voice capability Contact Flow Engine – Customer Experience Incoming customer call CRM content Data Dip DYNAMIC Answer customer questions before they are even asked Hi Nikki Wolf, I see your flight was cancelled today. How can I help you? Can you please rebook me for the same flight tomorrow? PERSONAL Contact flows adapt on a per customer basis Ok, you are now booked for a 9:00AM departure tomorrow out of San Francisco, arriving in Seattle at 11:45AM. Great Thank you! NATURAL Amazon Lex Chatbots use the same technology that powers Alexa Extend your chatbot with easy Integrations OPEN PLATFORM Customer Databases Business Intelligence Your S3 Storage Call Recordings AWS Lambda Contact Flows Agent Data Metrics CRM Contact Control Panel Your Data Warehouse Workforce Management Summary • • • • • Conversational interfaces built with Amazon Lex Business logic built in AWS Lambda Voices provided by Amazon Polly Call Centre running on Amazon Connect Extend it, for example: • • • • Integrate the bot with text based services such as Slack, Twilio Call Recordings Stored in S3 – audit and analysis Integrate with CRM tools Click to dial from Salesforce © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Thank you! @awscloud #AWSInnovate © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Useful reading https://aws.amazon.com/blogs/machine-learning/building-better-bots/ https://aws.amazon.com/blogs/machine-learning/building-better-botspart-2/ https://aws.amazon.com/blogs/machine-learning/greetings-visitorengage-your-web-users-with-amazon-lex/ https://aws.amazon.com/blogs/aws/new-amazon-connect-andamazon-lex-integration/ © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
