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Chatbot Integration

  • June 30, 2017
  • 3 replies
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Z

I am looking to integrate a chatbot into my company's current Zendesk live chat solution. I know no integrations are currently available but the Web SDK can be used to achieve this somehow. Are there any examples or pointers for how to use the Web SDK to achieve chatbot integration? 

I'm currently in the phase of developing a chatbot using Amazon Lex. The chatbot would provide support to our users in the hours when no customer support agents are available. Amazon Lex has listed Zendesk as one of its enterprise connectors. Does this mean that Lex can access data from Zendesk?

https://aws.amazon.com/blogs/aws/category/amazon-lex/

https://aws.amazon.com/lex/faqs/

 

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    3 replies

    Y
    • Yunen
    • July 3, 2017

    Hi Zahra,

    Thank you for your question. The connector between Zendesk and Amazon Lex is for the Support product for the time being, and we will look to work on having chat data in the future.

    Would you be able to clarify the uses cases for the chat bots? What do you expect the chat bots to help answer, or deflect, and if there is anyway to inform agents to follow up on when the they do come online

    Z
    • Zahra11
    • Author
    • July 3, 2017

    Hi Yunen,

    Thanks so much for your quick response.

    What exactly can this connector between Zendesk and Lex be used for?

    The chat bot would provide a basic level of support and be capable of answering general and user specific FAQs. We would want to provide live agents a chat log in case the bot is unable to answer a user's question. That way the agents can look over the chat and follow up when they come online. We would want the chat bot to be available for chat when there are no agents online. Ideally we would be able to control what hours the chat bot is available.

    Y
    • Yunen
    • July 4, 2017

    Hi Zahara, 

    You can find the list of endpoints here: https://aws-mobile-hub.s3.amazonaws.com/connectors-saas-provider-api-reference/zendesk/latest.html

    Thank you for your detailed explanation of the bot's use cases.

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