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AWS Solutions Library

Guidance for Self Service with Virtual Assistants on AWS

Overview

This Guidance demonstrates how conversational artificial intelligence and machine learning (AI/ML) technology can be applied to power chatbots and create a more personalized, engaging, and efficient interaction with customers. Use interactive voice response (IVR) to understand a customer's intent and allow them to self-serve easily, at anytime, and without the need for live agent assistance.

How it works

These technical details feature an architecture diagram to illustrate how to effectively use this solution. The architecture diagram shows the key components and their interactions, providing an overview of the architecture's structure and functionality step-by-step.

Download the architecture diagram

Well-Architected Pillars

The architecture diagram above is an example of a Solution created with Well-Architected best practices in mind. To be fully Well-Architected, you should follow as many Well-Architected best practices as possible.

Telecom data is used to identify the effectiveness of contact center agents at handling customer calls, including sentiment analysis of the speakers and how well they meet a customer’s internal compliance rules. The same data also identifies the topics and entities discussed in the call. All of this data can be visualized in Amazon QuickSight to help business analysts identify trends from a customer’s perspective and potential training needs for agents. 

Read the Operational Excellence whitepaper

All data is encrypted both in motion and at rest, and can use customer-controlled AWS Key Management Service (AWS KMS) keys for encryption. Although the solution is entirely serverless, the Lambda components can run within a customer’s VPC, accessing external services such as Amazon Lex, Amazon Polly, and Amazon Simple Storage Service (Amazon S3) only through a customer’s approved endpoints.

Read the Security whitepaper

The solution is entirely serverless, and each of those services (for example, Amazon Lex, Amazon S3) operate using multiple Availability Zones in a resilient fashion.

Read the Reliability whitepaper

The solution will scale its usage of its serverless components as it needs to, both up and down, in order to handle the concurrent processing of potentially thousands of calls or those times when there are no pending calls to process.

Read the Performance Efficiency whitepaper

As in the Performance Efficiency pillar, the solution will only use serverless components when there is an active call audio file to process, minimizing the incurred costs as much as possible. If necessary, the original audio files can be archived away to lower-cost long-term storage on a customer-specified schedule in order to minimize storage costs. 

Read the Cost Optimization whitepaper

By extensively using managed services and dynamic scaling, we minimize the environmental impact of the backend services.

Read the Sustainability whitepaper

Disclaimer

The sample code; software libraries; command line tools; proofs of concept; templates; or other related technology (including any of the foregoing that are provided by our personnel) is provided to you as AWS Content under the AWS Customer Agreement, or the relevant written agreement between you and AWS (whichever applies). You should not use this AWS Content in your production accounts, or on production or other critical data. You are responsible for testing, securing, and optimizing the AWS Content, such as sample code, as appropriate for production grade use based on your specific quality control practices and standards. Deploying AWS Content may incur AWS charges for creating or using AWS chargeable resources, such as running Amazon EC2 instances or using Amazon S3 storage.