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.
Architecture Diagram
Step 1
A phone number is acquired through Amazon Chime SDK, which is associated with a contact center. Caller audio is routed through Amazon Chime Voice Connector by using Session Initiation Protocol (SIP), which initiates the Amazon Chime SIP media application (SMA).
Step 2
The Amazon Chime SMA notifies AWS Lambda, which stores call information in an Amazon DynamoDB table and starts the Amazon Lex chatbot/voice experience.
Step 3
The conversation starts with the caller interacting with Amazon Lex to understand intent and capture caller information.
Step 4
Amazon Lex returns call processing to the Amazon Chime SMA along with full results to the contact center for disposition or call routing to an agent if required.
Step 1
A phone number is acquired through Amazon Chime SDK, which is associated with a contact center. Caller audio is routed through Amazon Chime Voice Connector by using Session Initiation Protocol (SIP), which initiates the Amazon Chime SIP media application (SMA).
Step 2
The Amazon Chime SMA notifies AWS Lambda, which stores call information in an Amazon DynamoDB table and starts the Amazon Lex chatbot/voice experience.
Step 3
The conversation starts with the caller interacting with Amazon Lex to understand intent and capture caller information.
Step 4
Amazon Lex returns call processing to the Amazon Chime SMA along with full results to the contact center for disposition or call routing to an agent if required.
Well-Architected Pillars
The AWS Well-Architected Framework helps you understand the pros and cons of the decisions you make when building systems in the cloud. The six pillars of the Framework allow you to learn architectural best practices for designing and operating reliable, secure, efficient, cost-effective, and sustainable systems. Using the AWS Well-Architected Tool, available at no charge in the AWS Management Console, you can review your workloads against these best practices by answering a set of questions for each pillar.
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.
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Operational ExcellenceRead the Operational Excellence whitepaper
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.
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SecurityRead the Security 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.
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ReliabilityRead the Reliability 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.
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Performance EfficiencyRead the Performance Efficiency 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.
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Cost OptimizationRead the Cost Optimization 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.
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SustainabilityRead the Sustainability whitepaper
By extensively using managed services and dynamic scaling, we minimize the environmental impact of the backend services.
Implementation Resources
A detailed guide is provided to experiment and use within your AWS account. Each stage of building the Guidance, including deployment, usage, and cleanup, is examined to prepare it for deployment.
The sample code is a starting point. It is industry validated, prescriptive but not definitive, and a peek under the hood to help you begin.
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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.