Artificial intelligence (AI) and machine learning (ML) technologies are revolutionizing customer experience in the contact center space, ensuring self-service bots, live call analytics, and post-call analytics. Cutting-edge tools like Amazon Lex bots can understand and meet customer needs while improving response times and intelligent routing.
Furthermore, Genesys Cloud, an omni-channel orchestration and customer relationship platform, provides a cloud-based contact center platform that integrates easily with AWS Contact Center Intelligence (AWS CCI) and Amazon Lex. This integration transforms the role of the modern contact center from a cost center into a profit center.
To help users design chatbots, Amazon Lex offers an automated chatbot designer that uses ML to offer a preliminary bot design based on existing call transcripts. This tool plays an important role in reducing bot design time. Regardless, users must ensure that call transcripts are in an appropriate format, which demands a different approach for Genesys Cloud transcript exports.
To help users overcome this issue, this guide provides a detailed system architecture using Amazon EventBridge, Amazon Simple Storage Service (Amazon S3), and AWS Lambda. With this setup, users can collect, transform, and load Genesys call transcripts efficiently and automate the process for the Amazon Lex chatbot designer application. The resultant bot design recommendations can significantly streamline the bot design process.
Setting up this system involves configuring a Genesys Cloud CX account and granting appropriate permissions for publishing and encrypting transcripts. Users must also set up an AWS serverless application model after configuring the Genesys EventBridge integration. Post-setup, users can make test calls and validate the efficiency of the proposed solution.
To operate the automated chatbot designer, users need the transcripts saved in Amazon S3. The bot design, which includes user intents, sample phrases, and a list of all necessary information, can be refined according to user needs.
By leveraging Genesys Cloud CX and EventBridge integration and the Amazon Lex automated chatbot designer, users can create effective and efficient chatbots, which vastly improve their intent design process and customer service capacity. The architecture can also assist in improving opportunities for first-time AWS CCI users and compare current intent design against the output of the Amazon Lex automated chatbot designer.
Authors of the guide, Joe Morotti, Solutions Architect at Amazon Web Services (AWS), Anand Bose, Senior Solutions Architect at AWS, and Teri Ferris, responsible for architecting customer experiences, created a differentiating solution around cloud adoption to streamline customer experience.
