Amazon Lex

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Permissions Required: View Scripts, Create/Edit Scripts

Amazon Lex is a platform you can use to develop virtual agent bots for your organization. You can integrate them into CXone for voice and CXone chat channels. You can use Lex Bot V1 or V2 with CXone.

Virtual agent bots interpret what your contacts say or type and respond appropriately. They do this using technologies such as:

Virtual agents are flexible and can provide a range of functions to suit the needs of your organization. For example, you can design your virtual agent to handle a few simple tasks or to serve as a complex interactive digital agent.

Requirements

To use Amazon Lex V1 or V2 virtual agent botsClosed A software application that handles customer interactions in place of a live human agent. with CXone, you need:

Amazon Lex Management

You can manage Amazon Lex  virtual agent botsClosed A software application that handles customer interactions in place of a live human agent. in Virtual Agent Hub. To access Virtual Agent Hub, you need to use CXone Studio. If you don't have Studio installed, you can download and install it.

Set Up Amazon Lex

  1. Create, configure, and test your virtual agent using the tools provided by Amazon.
  2. Add the Amazon Lex app to Virtual Agent Hub and configure it,
  3. In your Studio script, add the virtual agent voicebot or chatbot action that fits the complexity of the bot you're integrating with CXone.
  4. Assign the Amazon Lex app you created to the Virtual Agent Hub action in your script.
  5. Customize your script as needed following the custom scripting guidelines for virtual agents.

Amazon Lex App Configuration Page

When you add the app for your Amazon Lex bot to Virtual Agent Hub, you need to complete the Configuration page in the Virtual Agent Hub wizard. The information you provide on this page allows CXone can connect to your bot. You need the following information to complete the Configuration page:

Scripting Guidelines

Before integrating a virtual agentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish, you need to know: 

  • Which script you want to add a virtual agent to.
  • The virtual agent Studio actionsClosed Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. that connect the bot to CXone. There are separate actions for voicebots and chatbots.

  • Where the Studio actions must be placed in your script flow.
  • The configuration requirements specific to the virtual agent you're using.
  • How to complete the script after adding the virtual agent action. You may need to: 
    • Add initialization snippets as needed to the script using Snippet actions.  You can do this to customize your bot.
    • Re-configure the action connectors to ensure proper contact flow and correct any potential errors.
    • Use the OnReturnControlToScript branch to handle hanging up or ending the interaction. If you use the Default branch, your script may not work as intended.
    • Complete any additional scripting and test the script.

Ensure that all parameters in the virtual agent actions you add to your script are configured to pass the correct data. See the online help page for the action you're using for information about how to configure each parameter.

If you need assistance with scripting in Studio, contact your CXone Account Representative, see the Scripting Reference Material sections of the online help, or visit the NICE CXone Community site.

Supported Action for Voicebots

Use the Voicebot Exchange action to integrate an Amazon Lex voicebot into a script.

Voicebot Exchange Action

This action is for complex bots or for when you need to customize the bot's behavior from turn to turn.

Voicebot Exchange monitors the conversation between the contact and the bot turn by turn. It sends each utteranceClosed What a contact says or types. to the bot. The bot analyzes the utterance for intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish and context and determines the response to give. The action returns the bot's response to the contact. When the conversation is complete, the action continues the script.

Voicebot Exchange is the preferred action for use with chatbots. If you want to configure barge in or no input, additional scripting is required.

Supported Action for Chatbots

Use the Textbot Exchange action to integrate an Amazon Lex chatbot into a script.

Textbot Exchange Action

This action is for complex bots or for when you need to customize the bot's behavior from turn to turn.

TextBot Exchange monitors the conversation between the contact and the botClosed A software application that handles customer interactions in place of a live human agent. turn by turn. It sends each utteranceClosed What a contact says or types. to the bot. The bot analyzes the utterance for intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish and context and determines which response to give. TextBot Exchange returns the bot's response to the contact. When the conversation is complete, the action continues the script.

Textbot Exchange is the preferred action for use with chatbots.