Integrating Amazon Connect Live Chat with Myma.ai Chatbot streamlines the transition of chats between AI automated responses and live agents. This integration empowers your AI Chatbot to efficiently manage initial inquiries and routine tasks. When faced with complex issues or when human interaction is preferred, the chat seamlessly transfers to a live agent for personalized assistance. This approach enhances customer satisfaction by providing swift resolutions while optimizing agent productivity.
AWS information needed to integrate with Myma.ai
The following information is needed to handover the Chat to AWS Connect
Region: The region in which your AWS connect is configured
Access Key Id: Your AWS Access Key Id. To create the access key,
Go to AWS console -> Search for IAM -> Go to Users -> Click on your User -> Select Security credentials -> Create Access Key
Access Secret Key: Your AWS Secret Key. Should have Amazon Connect Permission on the Key
Instance ID: The identifier of the Amazon Connect instance. You can find the instanceId in the ARN of the instance.
Contact Flow ID: The flow identifier used to initiate the chat.
To find the Contact Flow ID in the Amazon Connect Console:
On the navigation menu, Go to Routing -> Contact Flows -> Flow
On the Flow page, under the name of the flow, choose Show additional flow information
Example:
arn:aws:connect:us-west-2:xxxxxxxxxxxx:instance/xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx/contact-flow/846ec333-a005-41c0-8341-xxxxxxxxxxxx
Create Integration
1. Go to Connect -> Applications
2. Under Available Apps, look for Amazon Connect
3. Click on Connect
4. Add the information from AWS Connect, select the property/business you want this integration to work with, and Save
Live Chat Settings
Now that the integration is in place, you can ask your AI Chatbot to hand over the Live Chat requests to AWS Connect.
1. Go to Connect -> Channels
2. Under Your Connected Channels, look for the AI Chatbot that you want to connect to Amazon Connect
3. Click to open settings
4. Under Live Chat, Enable Live Chat, Choose Your Provider as Amazon, and select the integration you created.
The AI Chatbot is ready to hand over the conversations to AWS Connect!
Features
The integration enables the following features:
The typing indicator is visible on both sides
The Chatbot transcript sent with the live chat handover
Wait time sent back to the customer