bda306 new launch! an introduction to amazon lex, your service for building voice and text chatbots
TRANSCRIPT
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© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Vikram Anbazhagan, AWS Sr. Product Mgr, AWS Deep Learning
April 19th 2017
Introducing Amazon Lex Service for Building Voice or Text Chatbots
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Amazon Lex
Why did we build Amazon Lex?
What is Amazon Lex?
How do I build conversational apps using Amazon Lex?
Q&A
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Why did we build Amazon Lex?
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Advent of conversational interactions
1st Gen: Punch Cards & Memory Registers
2nd Gen: Pointers & Sliders
3nd Gen: Conversational Interfaces
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Developer challenges
Conversational interfaces need to combine a large number of sophisticated algorithms and technologies
Speech Recognition Language
Understanding
Business Logic
Disparate Systems
Authentication
Messaging platforms
Scale Testing
Security
Availability
Mobile
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Conversational access
On-demand
Accessible
Efficient
Natural
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Amazon Lex: A new service for building conversational interfaces
using voice and text
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Complete solution
End to End
Speech to Intent
ASR+NLU integrated into
one API
Dialog Management
Native support & maintains context
Text to Speech
Amazon Polly integrated into API
Business Logic
Native integration with AWS Lambda
Deployment
One click deployment
Security
Encrypted data in transit & at rest
Scale
Completely managed service
Analytics
Monitor and improve
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Text and speech language understanding: powered by the same technology as Alexa
Enterprise Ready: connect to enterprise systems via SaaS connectors Versioning and alias support
Build once and deploy to multiple platforms
Designed for builders: efficient and intuitive tools to build conversations; scales automatically
Amazon Lex - features
Continuous Learning: monitor and improve your bot
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Text and speech language understanding
Speech Recognition
Natural Language Understanding
Powered by the same deep learning technology as Alexa
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Multi-platform
Mobile Messaging Platforms Web IoT
SDKs: iOS & Android Mobile Hub
Facebook, Twilio SMS and Slack
SDKs: Java, JavaScript, Python, CLI, .NET, Ruby on Rails, PHP, Go, and CPP
Integrated with AWS IoT via AWS Lambda
Build once and deploy to multiple platforms
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Designed for builders
Efficient and intuitive tools to build conversations
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AWS Mobile Hub integration
Authenticate users
Analyze user behavior
Store and share media
Synchronize data
More …. Track retention
Conversational bots Amazon Lex AWS Mobile SDKs
AWS Mobile Hub
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Enterprise SaaS connectors with Mobile Hub
Amazon Lex
Mobile App
Mobile Hub SaaS connector
Amazon API Gateway
AWS Lambda
1: Understand user intent
Amazon API Gateway
AWS Lambda
3: REST response into natural language
2: Invoke a SaaS application or existing business application
Business application
Firewall
User input Mobile Hub
custom connector
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Versioning and Alias support
Alias Versioning
• Supported for Intents, Slots, and Bots
• Enables multi-developer environment
• Rollback to previous versions
• Deploy different aliases to different platforms
• Run different stacks for dev, stage and prod environments
• Target different user groups with different aliases
v1 v2 v3 latest
v1 dev
v2 stage
v3 prod
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Continuous learning
Monitor
AWS CloudWatch metrics
Missed utterances
Improve
Add to intent
Analyze
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Amazon Lex – use cases Informational Bots Chatbots for everyday consumer requests
Application Bots Build powerful interfaces to mobile applications
• News updates • Weather information • Game scores ….
• Book tickets • Order food • Manage bank accounts ….
Enterprise Productivity Bots Streamline enterprise work activities and improve efficiencies
• Check sales numbers • Marketing performance • Inventory status ….
Internet of Things (IoT) Bots Enable conversational interfaces for device interactions
• Wearables • Appliances • Auto ….
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Amazon Lex benefits
High quality text and speech language understanding
Built-in integration with the AWS platform
Seamlessly deploy and scale
Easy to use
Cost effective
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How do I build conversational apps using Amazon Lex?
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Amazon Lex
Utterances Spoken or typed phrases that invoke your intent
BookHotel Intents An intent performs an action in response to natural language user input
Slots Slots are input data required to fulfill the intent
Fulfillment Fulfillment mechanism for your intent
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“Book a hotel”
Book Hotel
NYC
“Book a Hotel in NYC”
Automatic Speech Recognition
Hotel Booking
New York City
Natural Language Understanding
Intent/Slot Model
Utterances Hotel Booking City New York City Check In April 19th Check Out April 21st
“Your hotel is booked for April 19th”
Amazon Polly Confirmation: “Your hotel is booked for Nov 30th”
“Can I go ahead with the booking?
a
in
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Slot elicitation
Check In 4/19/2017
City New York City
I would like to book a hotel
Sure, which city will you be traveling to?
New York City
What date do you want to check in?
April 19th
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Conversation context
Slot Values Intents Prompts Confirmations Session Attributes
Slot Value
Slot Value
Conversation
Yes/No
Session Attributes
Intent
Prompt
Lex maintains context by storing data throughout the conversation
Confirm
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Dynamic conversation flow
Conversation Session Attributes
Second Intent
Switch Intents
First Intent
Session Attributes
Conversation
Chain Intents
Takeout
Dine In Dine In or Take out?
Anything else today?
Book a Car
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Dialog management I would like to book a hotel
Sure, which city will you be traveling to?
New York City
What date do you want to check in?
Tomorrow
… And for how many nights is this for?
City
Simple Declarative Model
Check-In Date
Check-Out Date
Slots Which city will you be travelling to?
What date do you want to check in?
How many nights is this for?
Prompts
Build Multi-turn Conversations
Easy Setup in Console
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Customize conversations I would like to book a hotel
Would you prefer to stay in Downtown this time as well?
Yes
What date do you want to check in?
April 19th
Sorry no availability. Would a different location work?
Personalize conversation based on user preferences
Validate user input and re-prompt as necessary
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Error handling I want to …. {garbled} …..
Sorry can you please repeat that?
I am having trouble understanding Can you please say that again?
Sorry I am not able to assist you at this time
Clarify by requesting user to repeat
Uses a different prompt every time
Hang up phrase to end the conversation
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Rich message formatting
I would like to rent a car
Sure. What type of car are you looking for?
Compact
• Formatted for messaging platforms
• Multiple cards supported
• Preview capability
• Test in console
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Fulfillment
AWS Lambda Integration
Return to Client
User input parsed to derive intents and slot values.
Output returned to client for further processing
Intents and slots passed to AWS Lambda function
for business logic implementation
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Save, build and publish
Save Build
Saving your bot preserves the current
state on the server
Building your bot creates versions that you can test
Publish
Publishing your app will create a version of your bot and provide
an alias to your clients
Test
Test your bot in a chat window on the
console
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Programmatically build bots
… build, test and deploy bots using SDKs
Add Utterances Add Slot Values
SDKs: Java, JavaScript, Python, CLI, .NET, Ruby on Rails, PHP, Go, and CPP
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Pre-defined resources
Built-in Slot Types
AMAZON.DATE
AMAZON.TIME
AMAZON.NUMBER
……
Ready to use slot types that are already trained with sample values Do not need to spend the time enumerating sample values for these slot types
Benefit from continuously expanding pre-defined resources
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Messaging platforms
Facebook Slack Twilio SMS
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Customer testimonials
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Amazon Lex pricing
Text Speech
Price per 1000 requests $0.75 $4.00
Free Tier* (requests per month) 10,000
5,000
*Available for the first year upon sign-up to new Amazon Lex customers
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Amazon Lex - technology
Amazon Lex
Automatic Speech Recognition (ASR)
Natural Language Understanding (NLU)
Same technology that powers Alexa
Amazon Cognito Amazon CloudWatch
AWS Services
Action AWS Lambda
Authentication & Visibility
Speech API
Language API
Fulfillment
End-Users
Developers
Console
SDK
Intents, Slots, Prompts, Utterances
Input: Speech or Text
Multi-Platform Clients: Mobile, IoT, Web,
Chat
API
Output: Speech (via Amazon Polly TTS) or Text
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Amazon Polly: life-like speech service
Converts text to life-like speech
47 voices 24 languages Low latency, real time
Fully managed
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Amazon Polly: A focus on voice quality & pronunciation
2. Intelligible and Easy to Understand
3. Add Semantic Meaning to Text
1. Automatic, Accurate Text Processing
4. Customized Pronunciation
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Amazon Polly customers
Media and Entertainment Education Accessibility Content Creation Telephony/Contact Center Internet of Things Gaming
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Q & A
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Thank you! [email protected]
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© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Francesco Rovetta
4/19/2017
Customer Support Refreshingly Easy
Freshdesk
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Freshdesk's powerful ticketing system tracks and prioritizes all the customer queries to ensure they get resolved
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Freshdesk manages all of the customer conversations from various channels in one place
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Ease of use Ease of setup
Multi-channel support
Efficient, engaged interactions
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Freshdesk user experience
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FreshBots – Powered by Amazon LEX
• Combine the Automatic Speech Recognition (ASR) and Natural Language Understanding (NLU) capabilities of Lex with the in-house developed workflow + Rule engine to automate customer self-service
• FreshBots leverage knowledge bases, user interactions, Freshdesk API’s and external system API’s for better customer experience and automated support
• The system validates customer inputs, call remote APIs and do complex logical computations to enable personalized conversations
• We enable support agents to take intelligent decisions to enhance customer experience
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Freshdesk + Lex enable users to interact and transact with businesses
in natural language – leading to significant productivity impact for customers
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Example Use Cases CAR RENTAL RESERVATION • Example: A car rental company configuring a Freshdesk Bot to automate the process of booking a
car. • The bot uses Amazon Lex’s Natural Language Understanding along with contextual data to
personalize and simplify the car booking process for customers. • IMPACT : Immediate information collection and delivery, Streamlined operations, High customer
engagement
VERIFICATION OF HELPDESK PERFORMANCE • A global support desk installs Freshdesk’s intelligent assistant bot. • The bot uses Amazon Lex’s Natural Language Understanding along with the Freshdesk knowledge
base to answer questions like “What are my team’s CSAT numbers?” • IMPACT: Identifying specific reasons for reduced CSAT in a certain region, the admin uses the bot’s
automation capabilities to set intelligent rules for CSAT improvement.
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https://developers.freshdesk.com/
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Thank You! Francesco Rovetta
VP Alliances, Freshdesk Francesco AT Freshdesk.com
Rajiv Ramanan Product Manager, Freshdesk
Rajiv AT Freshdesk.com
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© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
David Woody
4/19/2017
Functional Bot Technology on Amazon Lex
The American Heart Association
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Our Mission To build healthier lives, free of cardiovascular diseases and stroke.
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Who we are and what we do…
The American Heart Association is the nation’s oldest and largest voluntary organization dedicated to fighting heart disease and stroke. Founded by six cardiologists in 1924, our organization now includes more than 22.5 million volunteers and supporters. We fund innovative research, fight for stronger public health policies, and provide critical tools and information to save and improve lives.
Since 1949, the AHA has invested more than $4 billion in research to enhance our knowledge of cardiovascular diseases and stroke.
Thirteen scientists funded by the American Heart Association have won Nobel Prizes, including nine for research we wholly or partially supported.
The AHA’s ECC programs train more than 18 million people every year by educating healthcare providers, caregivers, and the general public.
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Heart Walk Events • The AHA engages nearly 1 million participants, nationwide, through our premier Heart Walk events, to
further our mission of saving lives.
• The Heart Walk is the AHA's premiere event designed to bring together communities, promote physical activity and raise funds in the fight against this country's No. 1 and No. 5 killers, heart disease & stroke
• AHA sponsors nearly 300 Heart Walk events annually in the U.S., totaling nearly 1 million participants.
• The Heart Walk is the largest fundraiser for the American Heart Association with 300 events nationwide raising $130M ($1.6B since it’s inception).
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The Challenge The world is rapidly changing and we are constantly rethinking traditional approaches to reach people at the pace that they live their everyday lives. Heart Walk Goals:
• Adaptation to the changing workforce • Increase engagement • Increase the number of walkers fundraising • Increase in walkers participating • Increase in participant fundraising • Increase retention
User Experience
Frictionless User Experience
Priority #1 Registration
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Our Approach The current process of registration…
• Decidedly not frictionless • Manual completion of a standard web form. • Multiple Pages with multiple questions to be comprehend and then answered per page.
Traditional optimizations efforts do not completely address the core issue… • The repeated need to read questions, comprehend what was asked, select an answer and then
type that answer creates a frictional event.
• The introduction of a natural language engagement eliminates the need to read text, accelerates comprehension and replaces manual input with speech.
However, we did not want
• A device specific solution • A solution requiring an app
Enter….Voice activated Bot technology
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AHA Heart Walk Bot
• Browser based solution to register participants using text or speech
• Participants provide details such as email address to lookup and register with new teams
• Decision trees used for workflows: returning participant, starting new team, join as an individual
• Integrated with Teamraiser utilizing Luminate APIs via Lamda functions
• Participant is presented with T&C to opt-in and a summary of input
• Participant can confirm their information or, request to edit certain input
• Email notification is sent upon completion
Key Features
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Architecture
Teamraiser
1. Heart Walk Participants initiate registration on their phone or laptop
2. Lex recognizes that a registration request has been initiated
3. Lex asks the registrant a series of questions and collects the responses
4. Registration information is passed to Team Raiser via Luminate APIs
5. Registrant receives email confirmation and link to their unique participant center
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Demo
Summary
Confirmation & Email
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