Now let's talk about
how we can build chatbots with Amazon Lex & Connect.
So Amazon Lex is the same technology
that powers the Alexa device,
so if you know Amazon as a virtual assistant called Alexa,
you do, "Alexa, do something",
and triggers some kind of recognition.
And so Amazon Lex gives you
that same automatic speech recognition, ASR,
that will be helping you to convert speech to text.
But there will be this added benefit
of Natural Language Understanding
to have an intent of the text that you're converting
or the speech that you're converting.
And the idea behind this is that, with this technology,
we're going to be able to build chatbots
or call center bots.
So Amazon Lex doesn't just convert speech into text,
it also helps understand what the intent
and what the meaning of that text or that speech is.
And so, on its own, Amazon Lex can be used
as a standalone service, for chatbots and call center bots,
which is good from an exam perspective.
But then how do we have that call center in the first place?
Well, you can create an Amazon Connect.
And so Amazon Connect is a way for you
to receive actual phone calls,
and to create contact flows,
and it's going to be a virtual contact center.
So that means that you can have people calling you
at a specific number, and you will be there
to connect it into your inner services.
Amazon Connect can also integrate
with your customer relationship management system,
so CRM, or AWS services.
So let's see a flow of how that would work.
So, say we have a user,
and they want to schedule an appointment with us.
So they will place a phone call,
and they have to call something.
So the first thing's that we do Amazon Connect.
So remember whenever we want to connect our phone call
with our infrastructure, we need Amazon Connect.
So this is a visual tip,
so we get the call each others on Connect.
And then, from Connect, we need to recognize the intent
of the caller, what is the caller asking?
They would say, for example,
"I want to schedule an appointment."
And so, therefore, this stream of audio
is streamed into Amazon Lex.
And Lex, when we hear, "I want to schedule an appointment",
uses machine learning to figure out, okay,
what they want to do is actually schedule an appointment.
And so, for this, there's a Lambda function
that we would create to schedule this appointment.
And Lex would be smart enough to recognize the intent,
parse it, and then invoke another function with it.
And our Lambda function, for example,
could schedule that appointment
into whatever system we want.
So, from an exam perspective, remember that,
any time you need to build chatbots,
you think of Amazon Lex, and anytime you need
to build a virtual cloud contact center,
you use Amazon Connect,
and these two things integrate together really well.
So that's it, I hope you liked it,
and I will see you in the next lecture.