{"id":889,"date":"2023-11-15T16:39:18","date_gmt":"2023-11-15T15:39:18","guid":{"rendered":"https:\/\/old-web.terracloud.fr\/?p=889"},"modified":"2024-03-26T11:17:02","modified_gmt":"2024-03-26T10:17:02","slug":"etendez-les-capacites-damazon-connect-avec-lambda-et-lexv2","status":"publish","type":"post","link":"https:\/\/old-web.terracloud.fr\/en\/blog\/2023\/11\/15\/etendez-les-capacites-damazon-connect-avec-lambda-et-lexv2\/","title":{"rendered":"\u00c9tendre les fonctionnalit\u00e9s d&rsquo;Amazon Connect avec Lambda et LexV2\u200b"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"889\" class=\"elementor elementor-889\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-47080609 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"47080609\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-62b9bbbb\" data-id=\"62b9bbbb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-78e6ccc1 elementor-widget elementor-widget-shortcode\" data-id=\"78e6ccc1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\"><span><span><a href=\"https:\/\/old-web.terracloud.fr\/\">Accueil<\/a><\/span><\/span><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-39c910be e-transform elementor-widget elementor-widget-heading\" data-id=\"39c910be\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_transform_translateX_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">\u00c9tendre les fonctionnalit\u00e9s d'Amazon Connect avec Lambda et LexV2<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1ef384b1 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"1ef384b1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Dans cet article, d\u00e9couvrez Amazon Connect, solution tr\u00e8s riche de Centre d'appel et comment ses fonctionnalit\u00e9s peuvent encore \u00eatre \u00e9tendues gr\u00e2ce \u00e0 Lambda et Lex. <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-702d1898 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"702d1898\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3c0436b5\" data-id=\"3c0436b5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e40a0c3 elementor-widget elementor-widget-text-editor\" data-id=\"e40a0c3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Amazon Connect poss\u00e8de de \u00a0nombreuses fonctionnalit\u00e9s, allant des enregistrements d&rsquo;appels \u00e0 l&rsquo;analyse des sentiments en direct ou encore la possibilit\u00e9 de proposer aux agents des guides de r\u00e9solution pas \u00e0 pas des demandes clients.<\/p><p>Mais aucun produit ne poss\u00e8de toutes les fonctionnalit\u00e9s int\u00e9gr\u00e9es. L&rsquo;avantage de Connect est qu&rsquo;il est enti\u00e8rement int\u00e9grable \u00e0 d&rsquo;autres services AWS qui vous aideront \u00e0 personnaliser votre exp\u00e9rience client.<\/p><p>Dans cet article, je montre comment j&rsquo;ai \u00e9tendu les capacit\u00e9s de Connect avec Lambda et Lex pour ajouter certaines fonctionnalit\u00e9s demand\u00e9es par un client : la possibilit\u00e9 de joindre une personne directement \u00e0 l&rsquo;aide d&rsquo;une extension t\u00e9l\u00e9phonique et de rechercher un nom dans l&rsquo;annuaire de l&rsquo;entreprise.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c1ebe07 elementor-widget elementor-widget-image\" data-id=\"c1ebe07\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"450\" src=\"https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect-1024x576.jpg\" class=\"attachment-large size-large wp-image-893\" alt=\"\" srcset=\"https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect-1024x576.jpg 1024w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect-300x169.jpg 300w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect-768x432.jpg 768w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect-18x10.jpg 18w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect.jpg 1280w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d66a5c1 elementor-widget elementor-widget-heading\" data-id=\"d66a5c1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Qu\u2019est-ce qu\u2019Amazon Connect ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-652afe2 elementor-widget elementor-widget-text-editor\" data-id=\"652afe2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Amazon Connect est le produit Centre-de-Contact-as-a-Service (CCaaS) d&rsquo;AWS. Cela signifie que vous pouvez g\u00e9rer un centre d&rsquo;appels sans comp\u00e9tences en t\u00e9l\u00e9communications, et sans notamment devoir g\u00e9rer d&rsquo;infrastructure IPBX ou SBG.<\/p><p>Conform\u00e9ment \u00e0 la philosophie de paiement \u00e0 l&rsquo;utilisation d&rsquo;Amazon Web Services en mati\u00e8re de tarification des produits, il n&rsquo;y a pas de licence ni de frais fixes. Cela signifie que vous ne payez que 0,018 $\/minute.<\/p><p>AWS a r\u00e9alis\u00e9 d&rsquo;\u00e9normes investissements dans le produit. Dans mon <a href=\"https:\/\/old-web.terracloud.fr\/blog\/2022\/12\/05\/aws-reinvent-2022-notre-bilan\/\">article de blog sur le dernier re:Invent<\/a>, j&rsquo;ai soulign\u00e9 qu&rsquo;en dehors des instances EC2, il s&rsquo;agissait en 2002 du premier service AWS en termes d&rsquo;annonces de nouvelles fonctionnalit\u00e9s (et \u00e7a n&rsquo;a pas cess\u00e9).<\/p><p>Dans les r\u00e9f\u00e9rences publiques, vous trouverez de grands noms, comme le groupe h\u00f4telier Accor ou la soci\u00e9t\u00e9 de location de voitures Sixt, et des entreprises beaucoup plus petites comme Margaritas, un restaurant familial au Texas.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0509357 elementor-widget elementor-widget-image\" data-id=\"0509357\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"367\" src=\"https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect_FlowDesigner.png\" class=\"attachment-large size-large wp-image-890\" alt=\"\" srcset=\"https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect_FlowDesigner.png 999w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect_FlowDesigner-300x138.png 300w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect_FlowDesigner-768x352.png 768w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect_FlowDesigner-18x8.png 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">Le Flow Designer d'Amazon Connect permet une configuration ais\u00e9e du centre de contact<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-44f02b7 elementor-widget elementor-widget-heading\" data-id=\"44f02b7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Ajout de la prise en charge des extensions t\u00e9l\u00e9phoniques avec AWS Lambda<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f3da01a elementor-widget elementor-widget-text-editor\" data-id=\"f3da01a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Le cas d&rsquo;utilisation principal d&rsquo;Amazon Connect \u00e9tant de g\u00e9rer un centre d&rsquo;appel, pas un simple standard t\u00e9l\u00e9phonique, il n&rsquo;existe aucune fonctionnalit\u00e9 native permettant d&rsquo;attribuer \u00e0 chaque agent un num\u00e9ro de poste pour un contact direct. (Vous pouvez toujours diriger nativement un appel vers un agent sp\u00e9cifique, par exemple celui qui est affect\u00e9 au dossier client, ou celui qui est le point de contact unique du client).<\/p><p>Heureusement, Amazon Connect (i) est livr\u00e9 avec une API compl\u00e8te, (ii) prend en charge l&rsquo;ajout d&rsquo;informations personnalis\u00e9es d&rsquo;agent \u00e0 l&rsquo;aide de balises et (iii) peut d\u00e9clencher une fonction Lambda.<\/p><p>AWS Lambda est un service dans lequel vous mettez essentiellement du code et AWS s&rsquo;occupe de toute l&rsquo;infrastructure sous-jacente (de la machine au runtime). Les invocations co\u00fbtent 0,0000133334 $ par Go.seconde (ce qui signifie que ma fonction qui s&rsquo;ex\u00e9cute sur une Lambda avec 128 Mo de m\u00e9moire pendant 130 ms peut s&rsquo;ex\u00e9cuter environ 5 millions de fois avant de me co\u00fbter un seul dollar).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-757b7da elementor-widget elementor-widget-image\" data-id=\"757b7da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"311\" src=\"https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect-ExtendWithLambdaAndLex-1024x398.png\" class=\"attachment-large size-large wp-image-891\" alt=\"\" srcset=\"https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect-ExtendWithLambdaAndLex-1024x398.png 1024w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect-ExtendWithLambdaAndLex-300x116.png 300w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect-ExtendWithLambdaAndLex-768x298.png 768w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect-ExtendWithLambdaAndLex-1536x596.png 1536w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect-ExtendWithLambdaAndLex-18x7.png 18w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/AmazonConnect-ExtendWithLambdaAndLex.png 1646w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">Architecture Amazon Connect d\u00e9montr\u00e9e dans cet article<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3b2ceed elementor-widget elementor-widget-text-editor\" data-id=\"3b2ceed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Avant d&rsquo;exposer l&rsquo;int\u00e9gration, \u00e9coutons d&rsquo;abord le r\u00e9sultat :<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e372b3a elementor-widget elementor-widget-html\" data-id=\"e372b3a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<iframe width=\"100%\" height=\"166\" scrolling=\"no\" frameborder=\"no\" allow=\"autoplay\" src=\"https:\/\/w.soundcloud.com\/player\/?url=https%3A\/\/api.soundcloud.com\/tracks\/1665438294&color=%23ff5500&auto_play=false&hide_related=false&show_comments=true&show_user=true&show_reposts=false&show_teaser=true\"><\/iframe><div style=\"font-size: 10px; color: #cccccc;line-break: anywhere;word-break: normal;overflow: hidden;white-space: nowrap;text-overflow: ellipsis; font-family: Interstate,Lucida Grande,Lucida Sans Unicode,Lucida Sans,Garuda,Verdana,Tahoma,sans-serif;font-weight: 100;\"><a href=\"https:\/\/soundcloud.com\/paul-santus-44431746\" title=\"Paul SANTUS\" target=\"_blank\" style=\"color: #cccccc; text-decoration: none;\">Paul SANTUS<\/a> \u00b7 <a href=\"https:\/\/soundcloud.com\/paul-santus-44431746\/amazonconnect-transfer-based-1\" title=\"AmazonConnect - Transfer based on Extension\" target=\"_blank\" style=\"color: #cccccc; text-decoration: none;\">AmazonConnect - Transfer based on Extension<\/a><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-80c080c elementor-widget elementor-widget-text-editor\" data-id=\"80c080c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Voici comment j&rsquo;ai proc\u00e9d\u00e9 :<\/p><p>Tout d\u2019abord, j\u2019ai attribu\u00e9 un tag personnalis\u00e9 appel\u00e9e \u00ab Extension \u00bb \u00e0 chaque agent de l\u2019annuaire.<\/p><p>J&rsquo;ai ensuite con\u00e7u un flux qui demande d&rsquo;abord au client de composer le poste (cette invite est interruptible, afin que les clients puissent enregistrer un contact +12345678910#777 dans leur t\u00e9l\u00e9phone).<\/p><p>Voici \u00e0 quoi cela ressemble :<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b4dad73 elementor-widget elementor-widget-image\" data-id=\"b4dad73\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"384\" src=\"https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/GetContactByExtension-Flow-1024x491.png\" class=\"attachment-large size-large wp-image-892\" alt=\"\" srcset=\"https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/GetContactByExtension-Flow-1024x491.png 1024w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/GetContactByExtension-Flow-300x144.png 300w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/GetContactByExtension-Flow-768x368.png 768w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/GetContactByExtension-Flow-18x9.png 18w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/GetContactByExtension-Flow.png 1200w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6973c86 elementor-widget elementor-widget-text-editor\" data-id=\"6973c86\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>La deuxi\u00e8me bo\u00eete permet de persister la saisie de l&rsquo;utilisateur dans la session. La troisi\u00e8me v\u00e9rifie si le client a saisi une extension. Si ce n\u2019est pas le cas, nous passerons \u00e0 la partie R\u00e9pertoire de cet article.<\/p><p>La Lambda est appel\u00e9e avec un \u00e9v\u00e9nement qui contient des informations sur la session en cours et utilise <a href=\"https:\/\/docs.aws.amazon.com\/connect\/latest\/APIReference\/API_SearchUsers.html\">l&rsquo;API Amazon Connect SearchUsers<\/a> pour rechercher l&rsquo;agent associ\u00e9 au num\u00e9ro d&rsquo;extension. Voici un aper\u00e7u du code<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-17c62b8 elementor-widget elementor-widget-html\" data-id=\"17c62b8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<script src=\"https:\/\/gist.github.com\/psantus\/52f7cefb874b19b4f8a0ec68d2a66f32.js\"><\/script>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-efdb210 elementor-widget elementor-widget-text-editor\" data-id=\"efdb210\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Et voil\u00e0 !<\/p><p>Nous disposons d\u00e9sormais dans la session Amazon Connect de toutes les informations dont nous avons besoin pour transf\u00e9rer l&rsquo;appel vers la file d&rsquo;attente personnelle de l&rsquo;agent.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-65aa86d elementor-widget elementor-widget-heading\" data-id=\"65aa86d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Ajout de la prise en charge de la recherche d'annuaire interactive \u00e0 l'aide de Lex<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3b3b818 elementor-widget elementor-widget-text-editor\" data-id=\"3b3b818\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Peut-\u00eatre que le client ne conna\u00eet pas le num\u00e9ro de poste de l\u2019agent\u2026 mais seulement son nom. Et vous ne pouvez pas composer un nom, n\u2019est-ce pas ? C&rsquo;est ici qu&rsquo;intervient Lex !<\/p><p>Amazon Lex est un agent conversationnel (c&rsquo;est le moteur d&rsquo;Alexa, l&rsquo;enceinte connect\u00e9e d&rsquo;Amazon) ; contrairement \u00e0 ChatGPT, son r\u00f4le n&rsquo;est pas d&rsquo;engager de longues conversations mais de comprendre l&rsquo;intention d&rsquo;un utilisateur (parmi un certain nombre d&rsquo;intentions pr\u00e9d\u00e9termin\u00e9es) et de collecter des informations (appel\u00e9es \u00ab cr\u00e9neaux \u00bb) n\u00e9cessaires pour \u00a0r\u00e9aliser cette intention.<\/p><p>Lex peut fonctionner comme un service autonome et est \u00e9galement capable, \u00e0 tout moment de la conversation, d&rsquo;invoquer un Lambda afin d&rsquo;effectuer certains traitements et de d\u00e9cider de l&rsquo;\u00e9tape suivante.<\/p><p>Ici, nous avons d\u00e9fini comme intention le fait de vouloir joindre les \u00e9quipes commerciales et d&rsquo;assistance, ainsi que le souhait de parler \u00e0 une personne sp\u00e9cifique.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3694a1e elementor-widget elementor-widget-image\" data-id=\"3694a1e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"526\" src=\"https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/Capture-decran-2023-11-15-a-14.34.14.png\" class=\"attachment-large size-large wp-image-894\" alt=\"\" srcset=\"https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/Capture-decran-2023-11-15-a-14.34.14.png 809w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/Capture-decran-2023-11-15-a-14.34.14-300x197.png 300w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/Capture-decran-2023-11-15-a-14.34.14-768x505.png 768w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/11\/Capture-decran-2023-11-15-a-14.34.14-18x12.png 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">L'interface de Lex permet  de programmer visuellement l'agent conversationnel<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c231926 elementor-widget elementor-widget-text-editor\" data-id=\"c231926\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>De nouveau, \u00e9coutons le r\u00e9sultat final avant d&rsquo;ouvrir le capot<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ead2124 elementor-widget elementor-widget-html\" data-id=\"ead2124\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<iframe width=\"100%\" height=\"166\" scrolling=\"no\" frameborder=\"no\" allow=\"autoplay\" src=\"https:\/\/w.soundcloud.com\/player\/?url=https%3A\/\/api.soundcloud.com\/tracks\/1665438291&color=%23ff5500&auto_play=false&hide_related=false&show_comments=true&show_user=true&show_reposts=false&show_teaser=true\"><\/iframe><div style=\"font-size: 10px; color: #cccccc;line-break: anywhere;word-break: normal;overflow: hidden;white-space: nowrap;text-overflow: ellipsis; font-family: Interstate,Lucida Grande,Lucida Sans Unicode,Lucida Sans,Garuda,Verdana,Tahoma,sans-serif;font-weight: 100;\"><a href=\"https:\/\/soundcloud.com\/paul-santus-44431746\" title=\"Paul SANTUS\" target=\"_blank\" style=\"color: #cccccc; text-decoration: none;\">Paul SANTUS<\/a> \u00b7 <a href=\"https:\/\/soundcloud.com\/paul-santus-44431746\/amazonconnect-transfer-based\" title=\"AmazonConnect - Transfer based on Name\" target=\"_blank\" style=\"color: #cccccc; text-decoration: none;\">AmazonConnect - Transfer based on Name<\/a><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5953fdf elementor-widget elementor-widget-text-editor\" data-id=\"5953fdf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Dans la premi\u00e8re partie de la conversation, Lex d\u00e9termine que le client souhaite effectuer une recherche dans l&rsquo;annuaire. Pour ce faire, il m&rsquo;a suffi de donner \u00e0 Lex quelques exemples de phrases que le client prononcerait, telles que \u00ab Trouver quelqu&rsquo;un par son nom \u00bb ou \u00ab Parler \u00e0 une personne sp\u00e9cifique \u00bb. Lorsque j\u2019en ai fourni 8, le bot \u00e9tait tout \u00e0 fait capable d\u2019interpr\u00e9ter toute demande qui s\u2019en rapproche.<\/p><p>Ensuite, Lex essaie d\u2019obtenir le nom de famille de l\u2019appel\u00e9. Comme mon nom n&rsquo;est pas un nom anglais courant, la premi\u00e8re recherche dans l&rsquo;annuaire \u00e9choue (elle essaie de trouver \u00ab Santos \u00bb au lieu de \u00ab Santus \u00bb \u2013 oui, je pourrais le rendre plus intelligent).<\/p><p>J&rsquo;ai \u00e9crit mon code Lambda pour que Lambda demande \u00e0 Lex de demander \u00e0 nouveau le nom, cette fois en utilisant la possibilit\u00e9 d&rsquo;\u00e9peler au lieu du langage naturel.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d0b47a1 elementor-widget elementor-widget-text-editor\" data-id=\"d0b47a1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<pre>\n{\n    \"sessionState\": {\n        \"dialogAction\": {\n            \"type\": \"ElicitSlot\",\n            \"slotToElicit\": \"Name\",\n            \"slotElicitationStyle\": \"SpellByWord\"\n        },\n        \"sessionAttributes\": {\n            \"attemptNumber\": 2\n        },\n        \"intent\": {\n            \"name\": \"SpeakToSpecificPerson\"\n        }\n    },\n    \"messages\": [\n        {\n            \"contentType\": \"PlainText\",\n            \"content\": \"Sorry, we did not find any contact with this family name. Could you please spell it for me?\"\n        }\n    ]\n}\n<\/pre>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bfaed76 elementor-widget elementor-widget-text-editor\" data-id=\"bfaed76\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Comme vous pouvez le voir, m\u00eame avec mon accent \u00abfrenchie\u00bb, Lex peut alors capturer le bon nom, puis la recherche dans l&rsquo;annuaire renvoie les m\u00eames donn\u00e9es que pr\u00e9c\u00e9demment, nous permettant de transf\u00e9rer l&rsquo;appel \u00e0 l&rsquo;agent et \u00e9galement de fournir gracieusement le num\u00e9ro de poste pour faciliter la vie du client. plus simple la prochaine fois.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-df6e102 elementor-widget elementor-widget-heading\" data-id=\"df6e102\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Envie de d\u00e9marrer ? Besoin d'aide ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1e4f4f3 elementor-widget elementor-widget-text-editor\" data-id=\"1e4f4f3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Dans cet article, j&rsquo;ai d\u00e9montr\u00e9 comment j&rsquo;ai int\u00e9gr\u00e9 Amazon Connect, Lambda et Lex pour cr\u00e9er une exp\u00e9rience client puissante. Gr\u00e2ce \u00e0 ces fonctionnalit\u00e9s, vous pouvez ajouter les fonctionnalit\u00e9s de standard t\u00e9l\u00e9phonique dont Amazon Connect a besoin pour r\u00e9pondre aux besoins de certaines petites entreprises.<\/p><p>Comme toujours, si vous avez besoin d&rsquo;aide pour d\u00e9marrer sur les services cloud AWS ou pour am\u00e9liorer votre exp\u00e9rience client avec Amazon Connect, n&rsquo;h\u00e9sitez pas \u00e0 <a href=\"https:\/\/old-web.terracloud.fr\/nous-contacter\/prendre-rendez-vous\/\">prendre rendez-vous<\/a> !<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6832be2 elementor-widget elementor-widget-image\" data-id=\"6832be2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/old-web.terracloud.fr\/nous-contacter\/prendre-rendez-vous\/\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"76\" src=\"https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/08\/Logo-orange-1.png\" class=\"attachment-large size-large wp-image-81\" alt=\"\" srcset=\"https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/08\/Logo-orange-1.png 600w, https:\/\/old-web.terracloud.fr\/wp-content\/uploads\/2023\/08\/Logo-orange-1-300x38.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>In this post, discover Amazon Connect, a feature-rich Contact-Center-as-a-Service Solution, and how it can be further expanded using Lambda and Lex<\/p>","protected":false},"author":1,"featured_media":893,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[37,39,14,38,40,42,41],"class_list":["post-889","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-amazonconnect","tag-amazonlex","tag-aws","tag-awslambda","tag-centredecontact","tag-cx","tag-relationclient"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - 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