Building Better Bots Using Amazon Connect

This course will show you how to enhance the caller experience in your Amazon Connect call center using a custom chatbot created using Amazon Lex. Amazon Lex is a service that enables you to build highly engaging user experiences and lifelike conversational interactions. You will be able to review the contact flow of your Amazon Lex chatbot and see how design changes impact the chat experience in real time.

• Course level: Advanced
• Duration: 60 minutes

Activities

• This course includes presentations and a final assessment.

Course objectives

In this course, you will learn to:

• Explain the basics of chatbot design in Amazon Lex.
• Explain the chat conversational structure used in Amazon Lex.
• Review conversational interfaces incorporating natural language interactions.
• Analyze the conversational flow and natural inputs.
• Describe the steps to build and test a custom chatbot using Amazon Lex.

Intended audience

This course is intended for:

• Technical professionals who work, or would like to work, with contact center technologies.

Prerequisites

We recommend that attendees of this course have:

• Completed Amazon Connect Primer or Solutions Training for Partners - Amazon Connect (Technical)
• Familiarity with contact center requirements and technologies
• Familiarity with cloud computing concepts 

Course outline

This course covers the following topics:

About This Course

• What is Amazon Lex?
• The Basics

Module 1: Constructing Our Chatbot

• Enter CoffeeBot
• Conversation: Flow
• Conversation: Information
• Conversation: Goal
• Conversation: Test
• Conversation: Clarification
• Validating Input
• Fulfillment

Module 2: Practice and Review

• Practice Activity
• Test Your Understanding
• Conclusion