Deploy generative AI agents in your contact center for voice and chat using Amazon Connect, Amazon Lex, and Amazon Bedrock Knowledge Bases
Machine Learning Blog
This article explains how to deploy a generative AI agent for voice and chat in a contact center using AWS services like Amazon Connect, Amazon Lex, and Amazon Bedrock Knowledge Bases. It provides a detailed walkthrough of setting up the solution architecture, including Amazon Bedrock knowledge bases, Amazon Lex bots, Lambda functions, data pipelines, conversation analytics dashboards, and automated testing capabilities.
Specifically, the article covers:
- Prerequisites and deploying the Amazon Bedrock knowledge base stack
- Uploading sample content and testing the knowledge base
- Deploying the RAG (Retrieval Augmented Generation) solution stack with Amazon Lex and Lambda
- Integrating with Amazon Connect for voice capabilities (optional)
- Deploying conversation analytics using Amazon Athena and Amazon QuickSight (optional)
- Setting up automated testing with Amazon SageMaker notebooks (optional)
- Adapting the solution to different use cases
- Cleaning up deployed resources
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