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Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud, and Amazon Chime SDK to facilitate a seamless omnichannel experience.
This is the second post of a two-part series. The integration of Amazon Lex with Talkdesk cloud contact center is inspired by WaFd Bank (WaFd)’s digital innovation journey to enhance customer experience. In our previous post, we described how Amazon Lex integrates with the Talkdesk cloud contact center for the voice channel. In this post, we are focusing on the chat channel to show how to use Amazon Lex and the Amazon Lex Web UI to enable live agents to interact with your customers in real time. For example, the following figure shows screenshots of a chatbot transitioning a customer to a live agent chat (courtesy of WaFd Bank).
The following diagram illustrates the solution architecture.
In the preceding architecture, the following sequence of steps takes place in a live customer/agent conversation:
In the following sections, we walk you through the steps to build the solution architecture. Dependencies among each step are cross-referenced.
To implement the solution presented in this post, you should first familiarize yourself with the following AWS services and features:
Additionally, you should be familiar with the following Talkdesk services:
This section outlines the basic steps required to configure the Talkdesk chat with agent experience using the Talkdesk Digital Connect channel. Review Talkdesk APIs for further details for any additional tasks that may be required as part of your specific implementation.
Complete the following steps:
This will be used to send chat users to an inbox for agents to assign. A sample is provided with this solution.
This will be stored in Secrets Manager as dev/talkdesk/touchpoint/ids
.
digital-connect:write
.These will be stored in Secrets Manager as dev/talkdesk/client/keys
and used to authenticate and communicate with the Talkdesk API.
The following screenshot shows the details of the Touchpoint ID as a Secrets Manager secret.
The following screenshot shows the details of the client ID as a Secrets Manager secret.
The following AWS CloudFormation template creates all the resources of the solution architecture. This includes all necessary IAM roles to invoke API operations, run associated Lambda functions, access secrets on Secrets Manager, and store and retrieve conversation ID and WebSocket client ID pairs from DynamoDB.
To facilitate monitoring and debugging, a CloudWatch log group is created for each of the resources.
The CloudFormation template provides additional details for each of the resources.
Complete the following steps to deploy the template:
US East (N. Virginia) | |
US West (Oregon) | |
Asia Pacific (Singapore) | |
Asia Pacific (Sydney) | |
Asia Pacific (Tokyo) | |
Europe (Frankfurt) | |
Europe (Ireland) | |
Europe (London) |
APIGatewayApiKey
BotAliasId
BotId
CallbackRestAPI
WebSocketAPIEndpoint
Log in to your Talkdesk instance and complete the following steps to update your instance:
x-api-key
to the value of the API Gateway key.The solution outlined in this post uses the Amazon Lex Web UI, a full-featured web client to deploy your Amazon Lex chatbot on your website. With the Amazon Lex Web UI, you can quickly bring your chatbot-powered application to life while minimizing time-to-value.
US East (N. Virginia) | |
US West (Oregon) | |
Asia Pacific (Singapore) | |
Asia Pacific (Sydney) | |
Asia Pacific (Tokyo) | |
Europe (Frankfurt) | |
Europe (Ireland) | |
Europe (London) |
BotId
.BotAliasId
.WebAppBucket
.lex-web-ui-loader-config.json
file.talkDeskWebsocketEndpoint
and set its value to the WebSocket
endpoint.enableLiveChat
to true.lex-web-ui-loader-config.json
file and overwrite the previous version of the file in the S3 bucket.WebAppDomainName
link.This will redirect you to a full-page version of the Amazon Lex Web UI. From here, you can test the Talkdesk integration and confirm that the bot is able to connect to Talkdesk using the WebSocket connection.
Now you’re ready to try the Amazon Lex and Talkdesk chat interaction:
WebAppUrl
provided as output in the CloudFormation stack.The following video demonstrates the chat experience.
To clean up your resources, complete the following steps:
LexTalkdesk
stack (or the stack name you provided), and select Delete.Amazon Lex brings the power of conversational self-service to your customer preferred channels, such as phone, web chat, and messaging applications. In this post, we demonstrated a solution that provides live agent assistance on your website with Amazon Lex, Amazon Lex Web UI, and Talkdesk cloud contact center. We provided a CloudFormation stack that includes DynamoDB and Lambda resources, and a Rest API and WebSocket API in API Gateway to maintain a communication session with agents in the Talkdesk contact center.
This solution is meant to be a reference architecture or a quick implementation guide that can be tailored to suit your organization’s requirements. If you need help setting up this solution, AWS Professional Services and Talkdesk are available to help you and your team through the process of selecting the right technologies for your cloud contact center.
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