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Amazon Lex supplies superior conversational synthetic intelligence (AI) capabilities to allow self-service assist on your group’s contact heart. With Amazon Lex, you possibly can implement an omnichannel technique the place clients have interaction by way of telephone, web sites, and messaging platforms. The bots can reply FAQs, present self-service experiences, or triage buyer requests earlier than transferring to a human agent. Amazon Lex integrates with state-of-the-art contact facilities together with Amazon Join, Genesys Cloud, and Amazon Chime SDK to facilitate a seamless omnichannel expertise.
That is the second put up of a two-part sequence. The combination of Amazon Lex with Talkdesk cloud contact heart is impressed by WaFd Financial institution (WaFd)’s digital innovation journey to boost buyer expertise. In our earlier put up, we described how Amazon Lex integrates with the Talkdesk cloud contact heart for the voice channel. On this put up, we’re specializing in the chat channel to point out find out how to use Amazon Lex and the Amazon Lex Internet UI to allow dwell brokers to work together along with your clients in actual time. For instance, the next determine reveals screenshots of a chatbot transitioning a buyer to a dwell agent chat (courtesy of WaFd Financial institution).
Resolution overview
The next diagram illustrates the answer structure.
Within the previous structure, the next sequence of steps takes place in a dwell buyer/agent dialog:
Utilizing the Amazon Lex Internet UI, a buyer asks to be linked to an agent. The related Amazon Lex chatbot is configured with an escalation intent to course of the incoming agent help request.
The Amazon Lex achievement AWS Lambda operate retrieves the Talkdesk touchpoint ID and Talkdesk OAuth secrets and techniques from AWS Secrets and techniques Supervisor and initiates a request to Talkdesk Digital Join utilizing the Begin a Dialog API. Within the payload, the operate consists of data which may be helpful to an agent, such because the buyer sentiment or the historical past of beforehand traversed intents.
If the request to the Talkdesk API is profitable, a Talkdesk dialog ID is returned to Amazon Lex.
The Amazon Lex achievement Lambda operate shops the dialog ID in Amazon Lex session attributes, thus making the dialog ID accessible to the Amazon Lex Internet UI.
The Amazon Lex Internet UI opens a communication session with brokers on the Talkdesk contact heart by way of a WebSocket API in Amazon API Gateway.
The Lambda related to the WebSocket API first shops the Talkdesk dialog ID to WebSocket shopper ID mappings in Amazon DynamoDB. Then, by way of the Talkdesk Ship a Message API, the Lambda operate sends the shopper’s message to the agent on Talkdesk contact heart.
Your agent responds to the shopper with a message despatched by way of the callback Relaxation API in API Gateway. The payload consists of the dialog ID of the energetic dialog.
The callback Relaxation API is configured to assist the brokers’ incoming messages in addition to the agent’s closing of the dialog. With a purpose to ship the agent’s message to the shopper, the supporting Lambda operate reads the WebSocket shopper ID related to the dialog ID from the DynamoDB desk. This makes positive the agent’s message is delivered to the suitable WebSocket shopper ID.
The agent’s response is displayed by way of the Amazon Lex Internet UI and the shopper responds or closes the chat as acceptable. Steps 6–9 are repeated so long as the dialog stays energetic. If the agent ends the dialog, the shopper is notified and the WebSocket connection is closed.
Within the following sections, we stroll you thru the steps to construct the answer structure. Dependencies amongst every step are cross-referenced.
Stipulations
To implement the answer offered on this put up, you need to first familiarize your self with the next AWS companies and options:
Moreover, you have to be conversant in the next Talkdesk companies:
Put together your Talkdesk occasion for the Amazon Lex Internet UI chat with an agent
This part outlines the essential steps required to configure the Talkdesk chat with agent expertise utilizing the Talkdesk Digital Join channel. Overview Talkdesk APIs for additional particulars for any extra duties which may be required as a part of your particular implementation.
Full the next steps:
Allow Talkdesk Digital Join in your Talkdesk occasion.
Configure your brokers’ accounts and assign them to the brokers’ queues.
Construct a Talkdesk Studio circulation.
This will likely be used to ship chat customers to an inbox for brokers to assign. A pattern is supplied with this answer.
To create an integration on your Amazon Lex Internet UI occasion, within the Talkdesk Builder navigation pane, choose Integrations.
On the Actions tab, configure three actions utilizing the enter and output schemas supplied by way of the next hyperlinks:
Create a Talkdesk Digital Join Touchpoint.
Identify the Touchpoint Lex Internet UI Chat and document the Touchpoint ID.
This will likely be saved in Secrets and techniques Supervisor as dev/talkdesk/touchpoint/ids.
In Talkdesk Builder, select OAuth Shoppers within the navigation pane to arrange OAuth credentials.
Choose Grant sort for Shopper credentials and set Scope to digital-connect:write.
File the shopper ID and secret key from the Keys tab.
These will likely be saved in Secrets and techniques Supervisor as dev/talkdesk/shopper/keys and used to authenticate and talk with the Talkdesk API.
In your AWS account, retailer the 2 secrets and techniques in Secrets and techniques Supervisor.
The next screenshot reveals the main points of the Touchpoint ID as a Secrets and techniques Supervisor secret.
The next screenshot reveals the main points of the shopper ID as a Secrets and techniques Supervisor secret.
Deploy the Talkdesk Amazon Lex CloudFormation template
The next AWS CloudFormation template creates all of the sources of the answer structure. This consists of all crucial IAM roles to invoke API operations, run related Lambda features, entry secrets and techniques on Secrets and techniques Supervisor, and retailer and retrieve dialog ID and WebSocket shopper ID pairs from DynamoDB.
To facilitate monitoring and debugging, a CloudWatch log group is created for every of the sources.
The CloudFormation template supplies extra particulars for every of the sources.
Full the next steps to deploy the template:
Register to the AWS Administration Console.
Select Launch Stack on your AWS Area to start the CloudFormation stack creation course of.
For Stack title, enter a reputation.
For TDAUTHHOST, enter the URL of your Talkdesk occasion.
Depart the opposite parameters as default and select Subsequent
Choose the acknowledgement test containers and select Create stack.
After the CloudFormation template is full, document the values for the next keys on the Outputs tab to make use of in later steps:
APIGatewayApiKey
BotAliasId
BotId
CallbackRestAPI
WebSocketAPIEndpoint
Replace the Talkdesk occasion
Log in to your Talkdesk occasion and full the next steps to replace your occasion:
In Talkdesk Builder, choose Integrations within the navigation pane.
On the Settings tab, find Base path and enter the callback Relaxation API URL you recorded earlier.
Underneath Different settings, set x-api-key to the worth of the API Gateway key.
Deploy the Amazon Lex Internet UI
The answer outlined on this put up makes use of the Amazon Lex Internet UI, a full-featured net shopper to deploy your Amazon Lex chatbot in your web site. With the Amazon Lex Internet UI, you possibly can shortly deliver your chatbot-powered utility to life whereas minimizing time-to-value.
Select Launch Stack for the Area through which you’ll use your chatbot:
For LexV2BotId, enter the worth for BotId.
For LexV2BotAliasId, enter the worth for BotAliasId.
Launch the stack.
When deployment is full, find the Amazon Easy Storage Service (Amazon S3) URL for WebAppBucket.
Navigate to the S3 bucket on the Amazon S3 console and obtain the lex-web-ui-loader-config.json file.
Open the file and modify or add the next parameters:
Within the join configuration part, add the brand new parameter talkDeskWebsocketEndpoint and set its worth to the WebSocket endpoint.
Within the UI configuration part, set enableLiveChat to true.
Add the modified lex-web-ui-loader-config.json file and overwrite the earlier model of the file within the S3 bucket.
Return to the CloudFormation stack Outputs tab and discover the WebAppDomainName hyperlink.
It will redirect you to a full-page model of the Amazon Lex Internet UI. From right here, you possibly can check the Talkdesk integration and make sure that the bot is ready to hook up with Talkdesk utilizing the WebSocket connection.
Check the answer
Now you’re able to strive the Amazon Lex and Talkdesk chat interplay:
Begin your Banking Bot chat window utilizing the WebAppUrl supplied as output within the CloudFormation stack.
Log in to your Talkdesk Digital Join channel and navigate to Conversations.
Within the Banking Bot chat window, request to speak to an agent.
Watch the shopper’s message being delivered to the Talkdesk Conversations Inbox.
The Talkdesk agent self-assigns the dialog and begins participating with the shopper.
The next video demonstrates the chat expertise.
Clear up
To wash up your sources, full the next steps:
On the AWS CloudFormation console, choose Stacks within the navigation pane.
Choose the LexTalkdesk stack (or the stack title you supplied), and choose Delete.
Delete the stack sources by choosing Delete stack.
Conclusion
Amazon Lex brings the facility of conversational self-service to your buyer most well-liked channels, reminiscent of telephone, net chat, and messaging functions. On this put up, we demonstrated an answer that gives dwell agent help in your web site with Amazon Lex, Amazon Lex Internet UI, and Talkdesk cloud contact heart. We supplied a CloudFormation stack that features DynamoDB and Lambda sources, and a Relaxation API and WebSocket API in API Gateway to take care of a communication session with brokers within the Talkdesk contact heart.
This answer is supposed to be a reference structure or a fast implementation information that may be tailor-made to fit your group’s necessities. Should you need assistance organising this answer, AWS Skilled Companies and Talkdesk can be found that can assist you and your workforce by way of the method of choosing the fitting applied sciences on your cloud contact heart.
Concerning the authors
Grazia Russo Lassner is a Senior Advisor with the AWS Skilled Companies Pure Language AI workforce. She specialises in designing and growing conversational AI options utilizing AWS applied sciences for purchasers in varied industries. Exterior of labor, she enjoys seaside weekends, studying the most recent fiction books, and household time.
Austin Johnson is a Options Architect, serving to to take care of the Lex Internet UI open supply library.
Chris Brown is a Principal Pure Language AI advisor at AWS targeted on digital buyer experiences – together with cellular apps, web sites, advertising and marketing campaigns, and most not too long ago conversational AI functions. Chris is an award-winning strategist and product supervisor – working with the Fortune 100 to ship the very best experiences for his or her clients. In his free time, Chris enjoys touring, music, artwork, and experiencing new cultures.
Bruno Mateus is a Principal Engineer at Talkdesk. With over 20 years of expertise within the software program business, he specialises in large-scale distributed techniques. When not working, he enjoys spending time exterior along with his household, trekking, mountain bike using, and motorbike using.
Jonathan Diedrich is a Principal Options Advisor at Talkdesk. He works on enterprise and strategic tasks to make sure technical execution and adoption. Exterior of labor, he enjoys ice hockey and video games with the household.
Crispim Tribuna is a Senior Software program Engineer at Talkdesk at the moment specializing in the AI-based digital agent mission. He has over 17 years of expertise in laptop science, with a concentrate on telecommunications, IPTV, and fraud prevention. In his free time, he enjoys spending time along with his household, working (he has accomplished three marathons), and using bikes.
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