Integrate Amazon Lex V2

Before completing the tasks on this page, be sure that the prerequisites for the integration have been met.

Create a Script

Required permissions: Studio Script View, Create/Edit

You need at least one Studio script to route interactions to your virtual agent. Follow the script guidelines and requirements. Your script must have the phone media typeClosed A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. for a voice virtual agent or the digital media type for a text virtual agent. The supported virtual agent actions for this provider are:

You can learn more about Studio scripting in the Fundamentals and Technical Reference Guide sections of the online help.

When your virtual agent is ready to go into production, assign the script to one or more points of contact.

Add an App to Virtual Agent Hub

Required permissions: Automation & AI > Launch Automation & AI

Adding a configuration app to Virtual Agent Hub establishes the connection between CXone and your virtual agent provider.

  1. In CXone, click the app selector and select Other > Automation & AI and then click Virtual Agent Hub. You can also double-click the virtual agent action in your Studio script to launch Virtual Agent Hub.
  2. Click Add Bot.

  3. Enter a Virtual Agent (Bot) Name and click Amazon AWS Lex V2 in the list of virtual agent providers.

  4. Click Next.

  5. Complete the fields in the configuration form and click Next. You can find details about this form in the Configuration Page Details section on this page.

  6. Click Next.

  7. If you're setting up a text virtual agent, select Text Only (No Voice Support) on the Voice page. If you're setting up a voice virtual agent, see the Configure Voice Integration Options section on this page.

  8. Click Next.

  9. On the Transcript page, select the option for whether you want the conversation transcript and intent information captured.

    Option Details
    Do Not Capture or Archive Transcript or Intent Info Select this option if you don't want to capture conversation transcriptions or intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish information.
    Capture and Archive Intent Info Only

    Select this option if you want to want to capture intent information only. Captured data is stored only for the duration of the interaction by default.

    This option requires custom scripting.

    Capture and Archive Transcript and Intent Info

    Select this option if you want to capture both transcript and intent data. Captured data is only stored for the duration of the interaction by default.

    This option requires custom scripting.

  10. Click Next.

  11. On the Test + Add page, you can test your bot's connection by sending voice or text prompts. If your test messages don't work, click Back to return to the Configuration page and verify the settings. You may also need to verify configurations in your virtual agent provider's management console.

  12. Click Add.

Amazon Lex V2 Configuration Page Details

Use the information in the following table when completing the Configuration page. You see this page when adding an app in Virtual Agent Hub

Field

Details
Integration Version

Select the version of Virtual Agent Hub that you want to use. This option allows you to use a previous version of Virtual Agent Hub until you're ready to switch to a newly-released version. The available versions are: 

  • Version 1.0.0: This is the first version of Virtual Agent Hub. The custom payload object returns as customPayload.payload.xxxx.
  • Version 2.0.0: This version is not available for this provider.
  • Version 3.0.0: This version introduced StandardBot, which standardizes how CXone communicates with virtual agent providers. The customPayload object returns as an array, as customPayloadscriptPayloads[n].xxxx. This version is available for all providers.
Access Key Enter the access key ID for this Amazon Lex V2 virtual agent. You can find or create access keys in your AWS Management Console. This field is required.
Secret Key Enter the secret key that corresponds to the access key ID you provided. If you didn't copy your secret key when you created it, you must create a new secret key. This field is required.
Region Select from the drop-down the region where your Amazon Lex V2 virtual agent is hosted. This field is required.
Lex Version Select from the drop-down the version of Amazon Lex V2 that you're using. This field is required.
Bot Name Enter the virtual agent ID, as configured in the settings in the Amazon Lex V2 console. This field is required.
Bot Alias Enter the ID for the alias that you want this virtual agent to use, as defined in the Amazon Lex V2 console. Aliases allow you to specify which version of an Amazon Lex V2 virtual agent you want to use. This field is required.
Locale Select from the drop-down the language and locale that this virtual agent is configured to use. The options in the list are in the format language_locale (Language (Locale)). This field is required.
Use Lex Account Text to Speech

If this is a voice virtual agent and you want to use the Amazon Lex V2 text-to-speechClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. (TTS) service, click to enable. If you use this option, TTS is billed to your Amazon Lex V2 account. If you don't want to use the Amazon Lex V2 TTS service, you can use a CXone service.

If this is a text virtual agent, leave this option disabled.
Welcome Intent

The name of the intent that you want this virtual agent to use for the initial greeting at the start of a conversation. In the context of Amazon Lex V2, an intent is an action that fulfills the contact's request. This definition differs from the meaning of intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish elsewhere in the CXone online help. You define these intents in the Amazon Lex V2 console.

This field is case-sensitive.

Timeout Intent

The name of the intent that you want this virtual agent to use when the contact times out during a conversation. In the context of Amazon Lex V2, an intent is an action that fulfills the contact's request. This definition differs from the meaning of intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish elsewhere in the CXone online help. You define these intents in the Amazon Lex V2 console.

This field is case-sensitive.

DTMF Break Out Pattern

Enter the characters that, when pressed during a call, cause the virtual agent to skip to the DTMFBreakout branch of the Studio script.

Complete this field only if this is a voice virtual agent.
External Provider Timeout

Enter the number of seconds you want the script to wait for a response from Amazon Lex V2 . When the timeout is reached, control returns to the script, which takes the error branch.

Configure Voice Integration Options

Required permissions: Automation & AI > Launch Automation & AI

If you're setting up a text virtual agent, you can skip this section.

The Voice page in the configuration wizard in Virtual Agent Hub.

  1. In Virtual Agent Hub, add a new configuration app and configure it according to the steps in the Add an App to Virtual Agent Hub section  on this page.

  2. Click Next on the Configuration page.

  3. On the Voice page under Voice Integration Options, select Turn by Turn Control (CXone Voice Bot Gateway).
  4. Select a TTS Vendor.

  5. Under Transcription Options, select the option for the transcription service you want to use.

    Field Details
    Transcription Options

    Select the service you want to use for transcription:

    • Use bot account transcription: Select this if your want to use your virtual agent provider's transcription service. Audio from the contact's utterances is sent to the provider before being transcribed.
    • Use CXone transcription profile: Select this if you want to use a CXone transcription profile. You can learn more about this option on the CXone Turn-by-Turn Transcription help page.
  6. If you choose to use a CXone transcription profile, click Transcription Profile to select the one you want to use. Click Add New Turn by Turn Transcription Profile to create a new profile.
  7. Click Next.
  8. Return to the Add an App to Virtual Agent Hub section  on this page to finish adding the configuration app.

Assign the Amazon Lex V2 App to an Action

Required permissions: Studio Script View, Create/Edit

When the virtual agentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish app is set up and configured in Virtual Agent Hub, you need to assign it to the virtual agent action in your script. This connects the action and the script to your virtual agent provider.

  1. In Studio, open the script you want to modify.

  2. If you haven't done so already, click the Tools tab, expand the Automation and AI category, and add the virtual agent action you want to use. Be sure to put it in the correct location in your script. If you don't see the action you expect, verify that your script media type is correct. For example, if you're creating a script for a voice virtual agent, the script must be a phone script.

  3. Double-click the action to open Virtual Agent Hub.

    The Virtual Agent Hub main page has a list of current bots is on the left. Each has a delete icon and a checkmark icon to the right of the bot name.
  4. In the left column, locate the virtual agent that you want to assign to the action and click the checkmark An icon of a circle with a checkmark inside. next to it.
  5. Click Close.

Change the Transcription Profile

Required permissions: Automation & AI > Launch Automation & AI

A transcription profile allows you to use a different transcription service from the one the virtual agent provider offers. Each virtual agent can have one transcription profile. You only need to follow the steps in this section if you are working with a voice virtual agent and need to change the transcription profile.

  1. In CXone, click the app selector and select Other > Automation & AI and then click Virtual Agent Hub. You can also double-click the virtual agent action in your Studio script to launch Virtual Agent Hub.
  2. In the list of virtual agent configuration apps on the left side of the Virtual Agent Hub page, click the one you want to modify.
  3. In the center of the virtual agent app properties page, click the Voice tab.

  4. Under Transcription Options, select Use CXone transcription Profile if it isn't already selected.

  5. Select the Turn by Turn Transcription Profile you want this virtual agent integration to use. If the option you want to use isn't there, you can add it.

  6. Click Save.
  7. Test your transcription service by using the microphone option in the Test section of your virtual agent app properties page.

Test Your Virtual Agent

Required permissions: Automation & AI > Launch Automation & AI

You can test many aspects of your virtual agent to make sure everything works as intended. You can run tests from the virtual agent app's properties page in Virtual Agent Hub. When testing, you can: 

  • Verify that the virtual agent app is correctly configured to communicate with the virtual agent provider.
  • Add custom payload JSON to test the virtual agent's handling of custom payload data.
  • Trigger a welcome intent event to test how the virtual agent begins a conversation.
  • Trigger a custom intent event to test any custom events you've created for your virtual agent.
  • Trigger a timeout event to test how the virtual agent responds when the contact times out.
  • Test how the virtual agent handles DTMFClosed Signaling tones that are generated when a user presses or taps a key on their telephone keypad. input.

The following image is an example of the properties page for a virtual agent app in Virtual Agent Hub. It shows the Configuration and Voice tabs and the Test pane.

The properties page for a bot in Virtual Agent Hub showing the Test pane on the right side of the page.

  1. In CXone, click the app selector and select Other > Automation & AI and then click Virtual Agent Hub. You can also double-click the virtual agent action in your Studio script to launch Virtual Agent Hub.
  2. Click to select the configuration app for the virtual agent you want to test from the list on the left.

  3. In the Test pane, enter a test message in the Type a message field and press Enter to send it. You can also click Microphone An icon shaped like a microphone. and speak into your computer's microphone.

  4. Click Start with welcome intent to start a test conversation from the beginning. The virtual agent responds with its default welcome message. You can enter test messages.

  5. Click More Options An icon with three dots stacked vertically. to test other aspects of your virtual agent.

    Field Details
    Add Custom Payload JSON

    Select to test sending custom payload JSON to your virtual agent.

    Enter the custom payload in the Add Custom Payload JSON text box that appears on the Test + Add page. Press Enter after each line.

    Send a test message when you're ready to test the custom payload. When you're finished testing custom payload, click Close on the Add Custom Payload JSON pane.

    Trigger Welcome Intent Event Select to test the default Welcome intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. The virtual agent sends the welcome message. Enter a message to respond.
    Trigger Custom Intent Event Select to test a custom intent event. Enter the Event Name in the pop-up that appears and click Trigger. The virtual agent sends the message for the intent you entered. Send a response to test the intent.
    Trigger Timeout Event Select to view the default timeout intent. The virtual agent sends the timeout response message that it's configured with.
    DTMF Input Select to test your voice virtual agent's response to DTMFClosed Signaling tones that are generated when a user presses or taps a key on their telephone keypad. tones. Enter DTMF Characters and click Input to see the virtual agent's response to those characters.
  6. Click Reset to start your test again.

  7. If you need to make changes based on the results of your testing, you can: 

    • Modify the Studio scripts for the virtual agent.
    • Modify the configuration settings in the virtual agent's app in Virtual Agent Hub.
    • Modify the virtual agent's configuration settings in the provider's console. Click the large square button on the app properties page in Virtual Agent Hub. The example at the beginning of this section shows the Google Dialogflow CX app with the provider button. It has the An icon that has a square with an arrow overlaid on top of it. The arrow points from the center of the square to the top right corner of the square. icon on it to indicate that the link opens an external site.
  8. Test the virtual agent thoroughly after each change to your scripts or any configuration settings.
  9. When you're finished testing, click Close.