Build an AI-powered Virtual Agent for Genesys Cloud Using QnABot and Amazon Lex

Introduction

AI-powered virtual agents are transforming the customer support landscape by delivering faster and more efficient interactions. In this guide, we will outline how to build a virtual agent integrated with Genesys Cloud, leveraging Amazon Lex for conversational AI and QnABot for knowledge management.

Prerequisites

• AWS Account: Access to Amazon Lex, Lambda, DynamoDB, and QnABot.
• Genesys Cloud Account: Admin access for integration setup.
• Programming Knowledge: Basic familiarity with AWS SDKs and APIs.

Step-by-step Guide

Set Up Amazon Lex

Amazon Lex powers the conversational interface. Follow these steps:

Create a Lex Bot:

• Go to the Amazon Lex console and create a bot.
• Define intents, such as “CheckOrderStatus” or “BookAppointment.”
• Add utterances (e.g., “Where is my order?” for CheckOrderStatus).
• Create slots to collect data (e.g., Order ID).
• Use Lambda functions for business logic to process the user input and integrate with other AWS services or external APIs, such as retrieving data from DynamoDB for order details or invoking third-party APIs for appointment bookings.