Book Image

Amazon Connect: Up and Running

By : Jeff Armstrong
Book Image

Amazon Connect: Up and Running

By: Jeff Armstrong

Overview of this book

Amazon Connect is a pay-as-you-go cloud contact center solution that powers Amazon’s customer contact system and provides an impressive user experience while reducing costs. Connect's scalability has been especially helpful during COVID-19, helping customers with research, remote work, and other solutions, and has driven adoption rates higher. Amazon Connect: Up and Running will help you develop a foundational understanding of Connect's capabilities and how businesses can effectively estimate the costs and risks associated with migration. Complete with hands-on tutorials, costing profiles, and real-world use cases relating to improving business operations, this easy-to-follow guide will teach you everything you need to get your call center online, interface with critical business systems, and take your customer experience to the next level. As you advance, you'll understand the benefits of using Amazon Connect and cost estimation guidelines for migration and new deployments. Later, the book guides you through creating AI bots, implementing interfaces, and leveraging machine learning for business analytics. By the end of this book, you'll be able to bring a Connect call center online with all its major components and interfaces to significantly reduce personnel overhead and provide your customers with an enhanced user experience (UX).
Table of Contents (17 chapters)
1
Section 1: Planning
6
Section 2: Implementation

Creating your first bot

To begin creating our bot, we need to access Lex via the AWS console. In Chapter 5, Base Connect Implementation, we covered that you would need a role with rights to access Lex. You should be using that role at this time. The following steps will walk you through creating the bot:

  1. You can access Lex via the AWS console under the Machine Learning heading, as illustrated in the following screenshot:

    Figure 7.1 – AWS console

  2. Once you click on Amazon Lex, the next screen you will be presented with will be the get started screen shown in Figure 7.2. If you don't see this screen, don't worry. The change in the screen just means that someone has already set up a Lex bot previously. In this case, you will only be presented with a list of bots. To get started, click the Get Started button, as illustrated here:

    Figure 7.2 – Getting Started

  3. The next screen you will be presented with will be a wizard for creating bots that look like...