I’ve created a Lex bot that is integrated with an Amazon Connect work flow. The bot is invoked when the user calls the phone number specified in the Connect instance, and the bot itself invokes a Lambda function for initialisation & validation and fulfilment. The bot asks several questions that require the caller to provide simple responses. It all works OK, so far so good. I would like to add a final question that asks the caller for their comments. This could be any spoken text, including non-English words. I would like to be able to capture this Comment slot value as an audio stream or file, perhaps for storage in S3, with the goal of emailing a call centre administrator and providing the audio file as an MP3 or WAV attachment. Is there any way of doing this in Lex?
I’ve seen mention of ‘User utterance storage’ here: https://aws.amazon.com/blogs/contact-center/amazon-connect-with-amazon-lex-press-or-say-input/, but there’s no such setting visible in my Lex console.
I’m aware that Connect can be configured to store a recording in S3, but I need to be able to access the recording for the current phone call from within the Lambda function in order to attach it to an email. Any advice on how to achieve this, or suggestions for a workaround, would be much appreciated.
Thanks
Amazon Connect call recording can only record conversations once an agent accepts the call. Currently Connect cannot record voice in the Contact Flows. So in regards to getting the raw audio from Connect, that is not possible.
However, it looks like you can get it from lex if you developed an external application (could be lambda) that gets utterances: https://docs.aws.amazon.com/lex/latest/dg/API_GetUtterancesView.html
I also do not see the option to enable or disable user utterance storage in Lex, but this makes me think that by default, all are recorded: https://docs.aws.amazon.com/lex/latest/dg/API_DeleteUtterances.html
Related
Is it possible to stop call recordings in Amazon Connect so the customer and agent can discuss sensitive material without being recorded?
I am aware of the set call recording behaviour blocks, but they don't seem to work on a call that has already been started with an agent with call recording enabled. Transferring to another contact flow with the recording type set to none doesn't seem to make a difference and the call carries on being recorded.
I am aware of the sample workflow Sample secure input with agent as outlined in this AWS blog https://aws.amazon.com/premiumsupport/knowledge-center/disable-recording-amazon-connect. This does work, however it relies on the customer entering payment details whilst the agent is on hold - preventing the agent and customer from having a sensitive conversation.
It seems the only way to stop recording once it has been enabled is to put the agent on hold?
Do not know if you have not solved your issue yet, but amazon has update their Amazon Connect API that would allow you to suspend the recording.
Boto3 implementation
response = client.suspend_contact_recording(
InstanceId='string',
ContactId='string',
InitialContactId='string'
)
https://boto3.amazonaws.com/v1/documentation/api/latest/reference/services/connect.html#Connect.Client.suspend_contact_recording
They have also allow you to Start, Pause, Stop. (
We have just started to review this for a POC, turn recording off be default for a group of queues. Allow to Agents to start and stop and pause recording as needed.
You can also read this in an Amazon Blog post that should be able to help you fully implement the solution.
https://aws.amazon.com/blogs/contact-center/pausing-and-resuming-call-recordings-with-a-new-api-in-amazon-connect/#:~:text=is%20not%20recorded.-,End%20the%20call.,you%20start%20and%20stop%20it.
After speaking with Architects at AWS, the desired and designed for solution is to have the customer automatically enter sensitive information with the agent on hold and call recording turned off to remain PCI compliant.
If that is not an option there are workarounds possible that go against the way Amazon Connect has been designed. In order to turn off call recording once it has been enabled on a call, a new contact ID must be established. To do this you would need to transfer the user to your external phone number again or transfer to a queue and disable call recording in that new flow.
This brings in extra issues around how to get the customer back to the original agent once the sensitive information has been discussed. It also means you would potentially have 3+ contact IDs for the same transaction, with call recording spread across them.
I am a new in AWS services and we want to build a simple demo that detect a special word and: [1] trigger an action [2] responses (as speech during the call).
For example, if the user say: "Help" I want to reply "OK" and make an operation (AWS lambda).
We're using Twilio, and Twilio should streaming the audio.
As I understand I have two options, Android Lex and Transcribe, when Lex is for bots and transcribe just translate the speech and can't get involved in conversation.
So the questions are:
What Services should I use to trigger an action when the special word is recognize AND involved in the conversation?
Can I streaming the call directly to AWS service via Twilio?
Edit
To be more clear: The communication will be with two persons in real time, and I want to make interject during their call when someone say "Help" I want to add a bot voice to the conversation and say "OK", for example"
[Person 1]: Hi, how are you
[Person 2]: HELP ...
[BOT]: OK (like a third person in a conference call..).
I am not fully clear on the interaction taking place with the user, before they interject with help. Are they listening to a bot, media file, TTS, or communicating with another person in real time?
For realtime analysis, you would need to use Twilio Media Streams, which streams the voice conversation to a service that could then convert the speech to text in near real time, looking for keywords, and then programmatically perform some action based on those keywords.
An example of using Twilio Media streams with Lex:
Use Amazon Lex as a conversational interface with Twilio Media Streams
I am using AppSync with Aurora/RDS.
I would like that in some cases, when a query/mutation is sent to the db, then, after that, I want to send an email and push notification, but this should be detached from the query/mutation, that is, it does not matter if it fails or works.
At the moment I see all these options:
Can you tell me which one I should use?
Create a query that calls a lambda function that sends the
push/email and call it from the client once the actual
query/mutation is done. I don't like this because the logic is in
the client rather than the server. Seems easy to implement, and I
guess it is easy to ignore the result of the second operation from a
client point of view.
A variation of the previous one. Pack both operations in a single
network request. With GraphQL, that is easy, but I don't want the
client waits for the second operation. (Is it possible to create
lambda functions that return immediately, like a trigger of other
functions?)
Attach my queries/mutations to lambda functions instead of RDS
directly. Then, those lambda functions call other lambda functions
for notifications. Seems more difficult to program, but more
micro-services architecture friendly. Probably this is the best one,
not sure.
Use SQL triggers and call lambda functions from those triggers. I
don't know if this is even possible. Researching...
Use pipelines resolvers. The first one is the query/mutation, the
second one is the lambda function that sends the push/email. I would
say this is a bad option because I don't want the client to wait for
the second operation or manage the logic when the second resolver
fails.
Amazon RDS Events: It appears it is possible to attach lambda
functions to specific AWS RDS events.
https://docs.aws.amazon.com/lambda/latest/dg/services-rds.html It
seems it is about creating DBs, restoring... and that kind of
things. I don't see anything like creating a row, updating a row...
So, I discard this unless I am wrong.
Invoking a Lambda Function with an Aurora MySQL Stored Procedure
CALL mysql.lambda_async ( lambda_function_ARN,lambda_function_input )
https://docs.aws.amazon.com/AmazonRDS/latest/AuroraUserGuide/AuroraMySQL.Integrating.Lambda.html
"For example, you might want to send a notification using Amazon
Simple Notification Service (Amazon SNS) whenever a row is inserted
into a specific table in your database." That is exactly what I am
looking for. I like this idea, but I don't know if that is possible
with Aurora Serverless. Researching... It seems it is not possible
when using server-less:
https://www.reddit.com/r/aws/comments/a9szid/aurora_serverless_call_lambda/
Use step functions: No idea about how to use it.
Somehow, attach this lambda notification function to GraphQL/AppSync
instead of the database, but I guess it is not a good idea because I
need to read the database to the push notification token and the
email of the use who is going to receive the notifications.
Which method do you recommend me? I am using amplify cli.
Thanks a lot.
Currently AWS AppSync can only send notifications when the app is active. We are looking into implementation of the non active case.
If you want to send notifications when the app is not active, you can use the push notifications on iOS: silent push/interactive push or push notifications on Android.
If you want to send emails, voice/text message or notifications on phone when the app is not active, you can integrate with Amazon Pinpiont.
My Lex bot has four intents. Suppose a user asks a question at the very beginning of the conversation and this question is not allotted to any of the four intents. Hence no intent will be established. When this happens, I want to call lambda to run an "intent suggestion model" (built using topic modeling) to suggest the user about what the intent of the question might be. Also, lambda will have to store such queries in a database (s3 or RDB) so that if such queries are repetitive, then that intent can eventually be added to the bot and for other analytical solutions.
What you need is a fallback intent but Lex does not support fallback intents as of now.
You can still achieve this if you use a bridge between your chat client and Lex.
Setup an API Gateway and Lambda function in between your chat-client and the Lex.
Your chat-client will send a request to API Gateway, API Gateway will forward this to Lambda function which will be used to call Lex and get response from it. Lex will have one more lambda function as a webhook.
In the Lambda function you used to call Lex, we can check if any intent was matched or we got an error message, if it's an error message and trigger some action like intent suggestion model.
You need to use boto library to call Lex and use post_text() method.
Hope it helps.
I was wondering if anybody has ever experimented with this issue I'm having and could give me any input on the subject.
As it stands right now I'm trying to see if there is a way to grab a users input through the AWS Connect. I understand that there is already a "Get User Input" block in the GUI that is available for me to use, unfortunately it does not offer the fine grain control I am looking for with requests and responses from Lex.
Right now I am able to Post Content to Lex and get responses just fine, as well as output speech using Amazon Polly via my Lambda. This works great for things that do not require a user to have to give feedback for a question.
For example if a client asks
"What time is my appointment?"
and we give back
"Your appointment is for X at X time, would you like an email with
this confirmation?"
I want to be able to capture what the user says back within that same lambda.
So the interaction would go like so:
User asks a question.
Lambda POST's it to Lex and gets a response
Amazon Polly says the response - i.e: 'Would you like an email to confirm?'
Lambda then picks up if the user says yes or no - POST's info to Lex
Gets response and outputs voice through Polly.
If anybody has any information on this please let me know, thank you!
Why do you make so much complications to implement IVR system using Amazon Connect. I have done the complete IVR automated system to one of my biggest US banking client. Use the below procedure to achieve what you desire.
Build a complete interactive lex bot(So that you can avoid amazon poly & using lex post content api). It is advised to build each bot has only one intent in it.
In connect using "Get User Input" node map the lex bot which you have created earlier with the question to be asked "What time is my appointment?". Once this question has been played the complete control goes to lex and then you fulfilled your intent from lex side, you can come back to connect as like that.
Refer AWS contact center for the clear idea.