- [Thomas] Welcome to this first episode
of a series of videos
showcasing new features of Amazon Lex.
My name's Thomas Rindfuss.
I'm a senior solutions architect on the Amazon Lex team.
And today, I will cover a few recently released features.
We will cover a setting session attributes
to enable and disable voice and DTMF input.
We will use these and the advanced retry settings
to configure a DTMF only slot.
We will also cover how to configure prompt variations
to be played in order
to allow you to configure different prompts,
for the initial prompt and retry prompts.
This bot is based around the book trip example bot.
So you can create your own bot
and start with an example and choose Book Trip.
The book trip bot has a book hotel intent.
Let's switch to the new visual builder
to get a better view of the conversational design.
I'll put a link in the description of this video
to the blog that covers the new visual builder.
Here, we can edit the slot for collecting the check-in date.
Click this icon to get into the prompt advanced settings.
Here, you'll find an option called
Play the messages in order.
This allows you to specify your retry prompt
in your message group.
I have an initial prompt, a retry prompt
with some additional information and a DTMF fallback prompt
where I tell the customer how to enter the data using DTMF.
If I select Configure advanced retry settings,
I am presented with additional options
for my initial, retry one and retry two prompts.
Here, I can specify if I want the prompt
to be audio and DTMF, audio only,
or DTMF only for each prompt.
Here, I've integrated the bot
with an Amazon Connect contact flow.
I've selected the bot and the alias.
And you can see that we can also use session attributes
to configure the DTMF and voice behavior.
In this case, I've set both allow DTMF input
and allow voice input to true.
The documentation details,
how you can set these values for voice and chat
for specific intents and slots or the entire bot.
Let's call in and try it out with the current configuration.
- [Bot] Welcome to our Octank Travel and Hospitality.
How can we help you today?
- [Thomas] I wanna book a hotel.
- [Bot] What city will you be staying in?
- [Thomas] New York.
- [Bot] What date do you wanna check in?
- [Thomas] Hedgehog.
I'm saying hedgehog here
to force the bot to retry eliciting the slot.
- [Bot] What day do you wanna check in?
You can say things like tomorrow,
next Monday or January 14th
- [Thomas] Hedgehog.
- [Bot] Please enter the date you wanna check in
using four-digit year, two-digit month and two-digit day.
(cellphone beeping)
How many nights will you be staying?
- [Thomas] Four nights.
- [Bot] What type of room would you like?
Queen, king, or deluxe?
- [Thomas] Deluxe.
- [Bot] Okay, I have you down
for a four nights stay in New York
starting September 20, 2022.
Shall I book the reservation?
- [Thomas] Yes.
- [Bot] Would you also like to book a car?
- [Thomas] No.
- [Bot] Thank you for calling Octank Travel and Hospitality.
Goodbye.
- [Thomas] Now, in this case,
we also showcase the conditional statement
where we collect the go to book car.
We asked, "Do you want to book a car?"
And we can easily here in the designer
have a conditional branch
where we check to see if the value
of the go to book car slot value
was yes or not.
If I had said yes,
we would've continued with a closing statement
saying, "Let's get you a car."
And then send it on to the book car intent
to continue booking a vehicle.
Now in Amazon Connect, we can update the session attributes.
We'll keep the DTMF to true
but we'll set the voice option here to false.
Now, let's test this again,
now that voice has been disabled,
specifically for the get check-in date intent.
Before I call in,
I'll update the voice prompt to not ask for voice input,
since that has been disabled.
I'll set all three prompts to just ask for DTMF input.
- [Bot] Welcome to Octank Travel and Hospitality.
How can we help you today?
- [Thomas] I want to book a hotel.
- [Bot] What city will you be staying in?
- [Thomas] Los Angeles.
- [Bot] Please enter the date you want to check in
using four-digit year, two-digit month and two-digit day.
- [Thomas] October 22nd.
Note, that it won't take this voice input,
since we've disabled voice.
- [Bot] Please enter the date you want to check in
using four-digit year, two-digit month and two-digit day.
(cellphone beeping)
How many nights will you be staying?
- [Thomas] Three nights.
- [Bot] What type of room would you like?
Queen, king, or deluxe?
- [Thomas] Queen.
- [Bot] Okay, I have you down for a three nights stay
in Los Angeles starting October 22nd, 2022.
Shall I book the reservation?
- [Thomas] Yes.
This time, we had disabled the voice option
for the check-in date slot.
That's why it wouldn't accept my attempts
to speak the check-in date.
Entering it using my phone's dial pad worked fine
since the DTMF input was still set to true.
If you are using voice input
and you would like to disable barge in,
you also have the option of doing that
by setting the allow interrupt to false.
The default behavior is true.
Today, we went through how to use session attributes
to enable and disable voice and DTMF inputs
as well as control barge behavior.
There are additional attributes
that can be used to configure timeout values,
max allowed DTMF digits and utterance length for voice.
We showed how these attributes
could be used to configure a slot
as a voice or DTMF only slot.
We also covered how to configure the message variations
in order to provide separate initial, retry one,
and retry two messages.
For more information,
please refer to the documentation pages.
Thank you for spending a few minutes learning
about these new features.
I encourage you to see how these features
can improve the customer experience in your contact center.