*** Support Slack Channel ** https://join.slack.com/t/playgroundsupport/shared_invite/zt-eovp57xv-cufxkw~jKycbA_bvJ~~Zxw

The Speaker: Dhruvil Thakkar – https://www.linkedin.com/in/dhruvil-thakkar-398138ab/

YouTube stream: https://youtu.be/oupaqmeCJv8


With Customer Experience on the top of every business' agenda, we thought you'd benefit from a hands-on session with the technology possible of spinning up contact centre in less than an hour! Whether you're thinking about a full scale contact centre, or a chat bot on your website to help with requests, this technology can help deliver a better customer experience that benefits the business in a variety of ways.

During this Playground, we will be deploying a basic Amazon Connect instance which will integrate with Amazon Lex and showcase a simple call steering by using Natural Language Processing. You'll also get the chance to work with contact flows, queues, routing profiles and agent/user creation with Amazon Connect.

What's more, we'll show you how to take phone calls using the Contact Control Panel provided by the service, as well as how to use the same Contact Flow for having chat functionality enabled within Amazon Connect for communication.

Learning how Lex Intent can be used to map out the customer journey. We do this by making use of slots to make the Lex have a conversation with the customer and the confirmation prompt to ensure the customer is satisfied with the answer given by Lex. Happy customers, happy business!

Pre- Requisites:

– Hardware & Browser:

• Google Chrome or Mozilla Firefox
• Disable any VPNs or company controls that could block the use of WebRTC and other AWS components

– Run Connectivity Tool: https://s3.amazonaws.com/connectivitytest/checkConnectivity.html

– An AWS account with Access to Amazon, Connect and Lex Console* (super easy to set up and it’s free!) https://aws.amazon.com/free/?all-free-tier.sort-by=item.additionalFields.SortRank&all-free-tier.sort-order=asc

*AWS request a credit card when creating AWS accounts. This requirement is so that the user can be charged should they go over the free tier. For the purposes of the Playground, this will not happen, and to be extra careful, we recommend accounts are deleted after the event just to be on the safe side. We'd also like to advise not using VPN connections or corporate accounts for this Playground.

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