Genesys Cloud - Main

Hello All, 

Looking for some documentation or guidance or tips (or breadcrumbs perhaps )on how to configure the purecloud Lex integration to accept a response back from Lex via a Lambda dialog action. I looked over on the developer forum but not seeing anything as of yet. 

Sample use case might be an api or db call from lambda via a lex intent using the below response format: 

Lambda Function Input Event and Response Format - Amazon Lex


Thanks!

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Dean Thames
Koch Business Solutions
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No replies on a Lex thread? Really?

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Dean Thames
Koch Business Solutions
------------------------------

Hello Dean,

You may want to visit these links below.

• About Lex Integration
• Create a Lex bot in AWS

As for chatbot integrations, it is a future roadmap item. You can sign up here to get updates on Lex.

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Marie Grace Delos Santos
Global Digital Team, Customer Success
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Original Message:
Sent: 09-27-2018 08:20
From: Dean Thames
Subject: Lex/Lambda Response Configuration / Dialog Action

No replies on a Lex thread? Really?

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Dean Thames
Koch Business Solutions
------------------------------

Dean,

I think the challenge is that the callout to the lambda is a function of your Lex bot itself, when a particular intent is recognized and a slot is triggered from the intent the lambda is called.  All of this happens outside of the visibility of PureCloud invocation of the Lex bot.  I'm also not sure that PureCloud is setup to process the SSML response supported by the Lambda (someone else is going to need to respond to this point).  Lambdas that are invoked and return back a text response as the slot output SHOULD behave as normal within the call flow.

A very near term alternative to this is to invoke the lambda directly from the PureCloud call flow.  In the next couple weeks we will be releasing support for invoking lambdas directly as custom data actions (similar to Salesforce/Zendesk/MSDynamics/Web Service Data Actions).  This will allow the intents and slots to processed within your call flow as they currently are, then invoke the lambda as a data action to achieve the same basic end result.  

Lambda data action support will be announced through the PureCloud platform release notes and will be available to all PureCloud 1, 2, and 3 orgs.

Let me know if there's additional questions on this.

------------------------------
Richard Schott
Genesys - Employees
------------------------------

You don't have to do anything to the integration.  If your lex bot uses a lambda, the lambda returns to the lex bot not PureCloud.  Lex is not done until it either gets a fulfilled intent or failed.  So PureCloud always gets back a response from lex, either one of the intents or a failed response.

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Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 09-27-2018 09:51
From: Richard Schott
Subject: Lex/Lambda Response Configuration / Dialog Action

Dean,

I think the challenge is that the callout to the lambda is a function of your Lex bot itself, when a particular intent is recognized and a slot is triggered from the intent the lambda is called.  All of this happens outside of the visibility of PureCloud invocation of the Lex bot.  I'm also not sure that PureCloud is setup to process the SSML response supported by the Lambda (someone else is going to need to respond to this point).  Lambdas that are invoked and return back a text response as the slot output SHOULD behave as normal within the call flow.

A very near term alternative to this is to invoke the lambda directly from the PureCloud call flow.  In the next couple weeks we will be releasing support for invoking lambdas directly as custom data actions (similar to Salesforce/Zendesk/MSDynamics/Web Service Data Actions).  This will allow the intents and slots to processed within your call flow as they currently are, then invoke the lambda as a data action to achieve the same basic end result.

Lambda data action support will be announced through the PureCloud platform release notes and will be available to all PureCloud 1, 2, and 3 orgs.

Let me know if there's additional questions on this.

------------------------------
Richard Schott
Genesys - Employees
------------------------------

@Richard Schott - Thanks. I believe that's what I'm looking for. As it is currently, Lex collects a ticket number from the customer, queries our tool via an api call (it's service now), then returns the description of the issue to the customer via ssml. 

As it stands currently, lex will take the info but fail on the return trip. I feel like there needs to be some kind of json header map in the integration like I see for salesforce and whatnot, but that doesn't appear to be available here. 





------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 09-27-2018 09:51
From: Richard Schott
Subject: Lex/Lambda Response Configuration / Dialog Action

Dean,

I think the challenge is that the callout to the lambda is a function of your Lex bot itself, when a particular intent is recognized and a slot is triggered from the intent the lambda is called.  All of this happens outside of the visibility of PureCloud invocation of the Lex bot.  I'm also not sure that PureCloud is setup to process the SSML response supported by the Lambda (someone else is going to need to respond to this point).  Lambdas that are invoked and return back a text response as the slot output SHOULD behave as normal within the call flow.

A very near term alternative to this is to invoke the lambda directly from the PureCloud call flow.  In the next couple weeks we will be releasing support for invoking lambdas directly as custom data actions (similar to Salesforce/Zendesk/MSDynamics/Web Service Data Actions).  This will allow the intents and slots to processed within your call flow as they currently are, then invoke the lambda as a data action to achieve the same basic end result.

Lambda data action support will be announced through the PureCloud platform release notes and will be available to all PureCloud 1, 2, and 3 orgs.

Let me know if there's additional questions on this.

------------------------------
Richard Schott
Genesys - Employees
------------------------------

And quick point of clarity here on my response... my existing test app for this lex bot / lambda is working in AWS connect. I'm trying to emulate it from PureCloud.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 09-27-2018 09:51
From: Richard Schott
Subject: Lex/Lambda Response Configuration / Dialog Action

Dean,

I think the challenge is that the callout to the lambda is a function of your Lex bot itself, when a particular intent is recognized and a slot is triggered from the intent the lambda is called.  All of this happens outside of the visibility of PureCloud invocation of the Lex bot.  I'm also not sure that PureCloud is setup to process the SSML response supported by the Lambda (someone else is going to need to respond to this point).  Lambdas that are invoked and return back a text response as the slot output SHOULD behave as normal within the call flow.

A very near term alternative to this is to invoke the lambda directly from the PureCloud call flow.  In the next couple weeks we will be releasing support for invoking lambdas directly as custom data actions (similar to Salesforce/Zendesk/MSDynamics/Web Service Data Actions).  This will allow the intents and slots to processed within your call flow as they currently are, then invoke the lambda as a data action to achieve the same basic end result.

Lambda data action support will be announced through the PureCloud platform release notes and will be available to all PureCloud 1, 2, and 3 orgs.

Let me know if there's additional questions on this.

------------------------------
Richard Schott
Genesys - Employees
------------------------------

Well the shortest distance towards making this work is to build a custom web service data action that queries Service Now and returns the ticket details for use with our text to speech utility.  

Soon, you'll be able to invoke the lambda you've written directly as a data action.  That would still return the details as a json string to be fed to the text to speech engine.  

Longer term, there are plans to support Polly (text to speech that underpins alexa) as an alternative text to speech engine.

------------------------------
Richard Schott
Genesys - Employees
------------------------------

Original Message:
Sent: 09-27-2018 11:15
From: Dean Thames
Subject: Lex/Lambda Response Configuration / Dialog Action

And quick point of clarity here on my response... my existing test app for this lex bot / lambda is working in AWS connect. I'm trying to emulate it from PureCloud.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------


Original Message:
Sent: 09-27-2018 09:51
From: Richard Schott
Subject: Lex/Lambda Response Configuration / Dialog Action

Dean,

I think the challenge is that the callout to the lambda is a function of your Lex bot itself, when a particular intent is recognized and a slot is triggered from the intent the lambda is called.  All of this happens outside of the visibility of PureCloud invocation of the Lex bot.  I'm also not sure that PureCloud is setup to process the SSML response supported by the Lambda (someone else is going to need to respond to this point).  Lambdas that are invoked and return back a text response as the slot output SHOULD behave as normal within the call flow.

A very near term alternative to this is to invoke the lambda directly from the PureCloud call flow.  In the next couple weeks we will be releasing support for invoking lambdas directly as custom data actions (similar to Salesforce/Zendesk/MSDynamics/Web Service Data Actions).  This will allow the intents and slots to processed within your call flow as they currently are, then invoke the lambda as a data action to achieve the same basic end result.

Lambda data action support will be announced through the PureCloud platform release notes and will be available to all PureCloud 1, 2, and 3 orgs.

Let me know if there's additional questions on this.

------------------------------
Richard Schott
Genesys - Employees

Thanks Richard. 

I've been telling a few customers that the integration was available but I haven't seen too much regarding what it can/can't do or how to configure it. That service now bot is one that a few customers are aware of so I was thinking I could just leverage it out of the starting gate for a demo.  

So a few of the things you've mentioned are road mapped items, like lambda calls and polly.... where could a guy get some more information on that stuff re timelines?

And is there more info on the Lex integration in the form of config documentation? All i've seen are the snips on the app foundry page and the IAM how to info.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 09-27-2018 11:35
From: Richard Schott
Subject: Lex/Lambda Response Configuration / Dialog Action

Well the shortest distance towards making this work is to build a custom web service data action that queries Service Now and returns the ticket details for use with our text to speech utility.

Soon, you'll be able to invoke the lambda you've written directly as a data action.  That would still return the details as a json string to be fed to the text to speech engine.

Longer term, there are plans to support Polly (text to speech that underpins alexa) as an alternative text to speech engine.

------------------------------
Richard Schott
Genesys - Employees
------------------------------


Original Message:
Sent: 09-27-2018 11:15
From: Dean Thames
Subject: Lex/Lambda Response Configuration / Dialog Action

And quick point of clarity here on my response... my existing test app for this lex bot / lambda is working in AWS connect. I'm trying to emulate it from PureCloud.

------------------------------
Dean Thames
Koch Business Solutions


Original Message:
Sent: 09-27-2018 09:51
From: Richard Schott
Subject: Lex/Lambda Response Configuration / Dialog Action

Dean,

I think the challenge is that the callout to the lambda is a function of your Lex bot itself, when a particular intent is recognized and a slot is triggered from the intent the lambda is called.  All of this happens outside of the visibility of PureCloud invocation of the Lex bot.  I'm also not sure that PureCloud is setup to process the SSML response supported by the Lambda (someone else is going to need to respond to this point).  Lambdas that are invoked and return back a text response as the slot output SHOULD behave as normal within the call flow.

A very near term alternative to this is to invoke the lambda directly from the PureCloud call flow.  In the next couple weeks we will be releasing support for invoking lambdas directly as custom data actions (similar to Salesforce/Zendesk/MSDynamics/Web Service Data Actions).  This will allow the intents and slots to processed within your call flow as they currently are, then invoke the lambda as a data action to achieve the same basic end result.

Lambda data action support will be announced through the PureCloud platform release notes and will be available to all PureCloud 1, 2, and 3 orgs.

Let me know if there's additional questions on this.

------------------------------
Richard Schott
Genesys - Employees

https://help.mypurecloud.com/articles/about-the-amazon-lex-integration/

Lambda data actions will be live in the next couple of weeks.  Work with polly is planned for (I believe, but don't quote me on this) first half of '19.

------------------------------
Richard Schott
Genesys - Employees
------------------------------

Original Message:
Sent: 09-27-2018 11:57
From: Dean Thames
Subject: Lex/Lambda Response Configuration / Dialog Action

Thanks Richard.

I've been telling a few customers that the integration was available but I haven't seen too much regarding what it can/can't do or how to configure it. That service now bot is one that a few customers are aware of so I was thinking I could just leverage it out of the starting gate for a demo.

So a few of the things you've mentioned are road mapped items, like lambda calls and polly.... where could a guy get some more information on that stuff re timelines?

And is there more info on the Lex integration in the form of config documentation? All i've seen are the snips on the app foundry page and the IAM how to info.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------


Original Message:
Sent: 09-27-2018 11:35
From: Richard Schott
Subject: Lex/Lambda Response Configuration / Dialog Action

Well the shortest distance towards making this work is to build a custom web service data action that queries Service Now and returns the ticket details for use with our text to speech utility.

Soon, you'll be able to invoke the lambda you've written directly as a data action.  That would still return the details as a json string to be fed to the text to speech engine.

Longer term, there are plans to support Polly (text to speech that underpins alexa) as an alternative text to speech engine.

------------------------------
Richard Schott
Genesys - Employees


Original Message:
Sent: 09-27-2018 11:15
From: Dean Thames
Subject: Lex/Lambda Response Configuration / Dialog Action

And quick point of clarity here on my response... my existing test app for this lex bot / lambda is working in AWS connect. I'm trying to emulate it from PureCloud.

------------------------------
Dean Thames
Koch Business Solutions


Original Message:
Sent: 09-27-2018 09:51
From: Richard Schott
Subject: Lex/Lambda Response Configuration / Dialog Action

Dean,

I think the challenge is that the callout to the lambda is a function of your Lex bot itself, when a particular intent is recognized and a slot is triggered from the intent the lambda is called.  All of this happens outside of the visibility of PureCloud invocation of the Lex bot.  I'm also not sure that PureCloud is setup to process the SSML response supported by the Lambda (someone else is going to need to respond to this point).  Lambdas that are invoked and return back a text response as the slot output SHOULD behave as normal within the call flow.

A very near term alternative to this is to invoke the lambda directly from the PureCloud call flow.  In the next couple weeks we will be releasing support for invoking lambdas directly as custom data actions (similar to Salesforce/Zendesk/MSDynamics/Web Service Data Actions).  This will allow the intents and slots to processed within your call flow as they currently are, then invoke the lambda as a data action to achieve the same basic end result.

Lambda data action support will be announced through the PureCloud platform release notes and will be available to all PureCloud 1, 2, and 3 orgs.

Let me know if there's additional questions on this.

------------------------------
Richard Schott
Genesys - Employees