1 00:00:00,360 --> 00:00:03,480 ‫So now let's discuss Amazon Lex and Connect. 2 00:00:03,480 --> 00:00:06,624 ‫So Amazon Lex is the same technology that powers 3 00:00:06,624 --> 00:00:09,570 ‫the Alexa devices by Amazon. 4 00:00:09,570 --> 00:00:12,690 ‫And if you don't know Alexa, Alexa is like a little device 5 00:00:12,690 --> 00:00:13,807 ‫that you have in your home and you say, 6 00:00:13,807 --> 00:00:15,900 ‫"Alexa, what's the weather like tomorrow?" 7 00:00:15,900 --> 00:00:18,150 ‫And it will reply, "The weather is good, 8 00:00:18,150 --> 00:00:20,303 ‫it'll be 24 degrees and it'll be sunny." 9 00:00:20,303 --> 00:00:22,535 ‫So, the idea is that with Amazon Lex, 10 00:00:22,535 --> 00:00:26,430 ‫you get automatic speech recognition, so ASR, 11 00:00:26,430 --> 00:00:27,870 ‫that allows you to convert speech, 12 00:00:27,870 --> 00:00:30,570 ‫so spoken words, into text. 13 00:00:30,570 --> 00:00:31,770 ‫There's also a very good thing 14 00:00:31,770 --> 00:00:35,520 ‫because Lex understands the intent of text, callers 15 00:00:35,520 --> 00:00:37,590 ‫by doing natural language understanding, 16 00:00:37,590 --> 00:00:39,510 ‫so it understands sentences. 17 00:00:39,510 --> 00:00:41,160 ‫And Amazon Lex is a technology 18 00:00:41,160 --> 00:00:44,940 ‫that will help you build chatbots or call center bots. 19 00:00:44,940 --> 00:00:46,320 ‫And talking about call centers, 20 00:00:46,320 --> 00:00:47,700 ‫how do we build a call center? 21 00:00:47,700 --> 00:00:49,530 ‫We have Amazon Connect. 22 00:00:49,530 --> 00:00:51,619 ‫So Amazon Connect is a visual contact center 23 00:00:51,619 --> 00:00:54,900 ‫that allows you to receive calls, create contact flows, 24 00:00:54,900 --> 00:00:56,490 ‫and it's all cloud-based. 25 00:00:56,490 --> 00:00:58,695 ‫And it can integrate with other customer 26 00:00:58,695 --> 00:01:01,332 ‫relationship system, management systems, so CRMs 27 00:01:01,332 --> 00:01:03,510 ‫or AWS services. 28 00:01:03,510 --> 00:01:05,903 ‫And the cool thing about Amazon Connect versus traditional 29 00:01:05,903 --> 00:01:08,460 ‫offering is that there is no upfront payment. 30 00:01:08,460 --> 00:01:09,632 ‫It's about 80% cheaper 31 00:01:09,632 --> 00:01:12,750 ‫than traditional contact center solutions. 32 00:01:12,750 --> 00:01:16,500 ‫So the whole flow of building a smart contact center is 33 00:01:16,500 --> 00:01:18,180 ‫that you will have, for example, 34 00:01:18,180 --> 00:01:20,910 ‫a phone call to schedule an appointment that is made 35 00:01:20,910 --> 00:01:23,520 ‫into a number that is defined by Amazon Connect. 36 00:01:23,520 --> 00:01:25,170 ‫So they call Amazon Connect. 37 00:01:25,170 --> 00:01:28,980 ‫Lex is streaming all the information from this call 38 00:01:28,980 --> 00:01:31,593 ‫and understand the intent of the phone call, 39 00:01:31,593 --> 00:01:35,220 ‫and therefore, it will invoke the right lender function. 40 00:01:35,220 --> 00:01:36,840 ‫And that lender function, for example, 41 00:01:36,840 --> 00:01:38,707 ‫can be very smart and say, "Hey, someone has said 42 00:01:38,707 --> 00:01:42,060 ‫to schedule a meeting tomorrow with Tom at 3:00 PM." 43 00:01:42,060 --> 00:01:44,616 ‫Okay, I will go into my CRM and schedule that meeting 44 00:01:44,616 --> 00:01:46,860 ‫by writing some code. 45 00:01:46,860 --> 00:01:48,870 ‫So this is the whole idea behind Lex and Connect. 46 00:01:48,870 --> 00:01:50,550 ‫So remember Lex is for ASR 47 00:01:50,550 --> 00:01:52,830 ‫and Connect is for contact centers. 48 00:01:52,830 --> 00:01:53,663 ‫So that's it. 49 00:01:53,663 --> 00:01:56,213 ‫I hope you liked it and I will see you in the next lecture.