Bots are eating the world! Wild Rydes (www.wildrydes.com), a new startup that is building the world’s leading mobile/VR/AR unicorn transportation system, has decided to use serverless chatbots to staff its customer service department. As it scales to millions of users, Wild Rydes needed a scalable way to meet the customer service needs of its customers instead of relying on human customer service agents. Wild Rydes needs your help to implement its vision. In this workshop, you will help Wild Rydes launch the future of customer service. You will build a customer service bot for Facebook that runs on AWS Lambda and Amazon API Gateway. You’ll enable the bot to respond intelligently to customers by building in Natural Language Processing (NLP). The bot will use an event-driven architecture in which Lambda functions trigger workflows that pull customer responses from a Knowledge Base of Q&A. You’ll also write a function to trigger a manual approval request to a Slack channel, so that Wild Rydes’ technical staff can approve or reject messages from the bot to the customer. Finally, you’ll also learn to use Amazon S3, Amazon DynamoDB, and Amazon Elasticsearch Service to log all incoming requests and create live analytical dashboards, such as for sentiment analysis, to track customer satisfaction.

1. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Olivier Klein, Emerging Technologies Solutions Architect, Asia-Pacific
December 1, 2016
All Your Chats Belong to Bots: Building
a Serverless Customer Service Bot
SVR310

3. Hello WildRydes!
Hey there, how can
we help?
Automated/Assisted
Responses via
Chatbot
Data Storage for
message
communication
history
Sentiment Analysis &
Dashboard to
understand customer
satisfaction

4. What are we building today?
Customer service bot for WildRydes
• Integration with Facebook Messenger and
Facebook Graph API
• Slack App for operations team to use
channel commands and approve answers
AWS Lambda functions that perform
Natural Language Processing (NLP)
with the help of NLTK
Sentiment Analysis with live customer
“satisfaction” dashboard

5. We Architect to be Serverless
Fully Managed
• No provisioning
• Zero administration
• High availability
Developer Productivity
• Focus on the code
• Innovate rapidly
• Reduce time to market
Scalability
• Automatically
• Scale up and down

6. Many Serverless Options on AWS
Storage
Database
Compute
Messaging and Queues
Gateways
User Management
Internet of Things
Machine Learning
Streaming Analytics
Search

7. What AWS services and tools will we use here?

8. AWS Lambda
Run your code without thinking about
servers. Pay only for compute time
you consume.
Triggered through API calls or state
changes in your AWS environment
Scales automatically to match the
incoming event rate
Charged per 100ms execution time
AWS Lambda

9. Amazon
S3
Amazon
DynamoDB
Amazon
Kinesis
AWS
CloudFormation
AWS
CloudTrail
Amazon
CloudWatch
Amazon
SNS
Amazon
SES
Amazon
API Gateway
Amazon
Cognito
AWS
IoT
Amazon
Alexa
Cron events
DATA STORES ENDPOINTS
REPOSITORIES EVENT/MESSAGE SERVICES
Event sources that integrate with AWS Lambda
… and the list continues to grow.
AWS
Config

10. Amazon API Gateway
Fully managed and scalable RESTful
API gateway service
Powered by our content delivery
network via 68 global edge locations
Provides DDoS protection and
throttling capabilities
Multiple API stages that you define
(e.g., dev, test, prod)
AWS
Lambda
Amazon
API
Gateway
Amazon EC2
AWS API
On-premises
server

11. Webhooks – Integrate with other platforms
Facebook
AWS Lambda
Slack
Amazon
API
Gateway

12. NLTK is a toolkit written in Python to
facilitate Natural Language Processing
(NLP)
Provides easy-to-use interfaces for
classification, tokenization, stemming,
tagging, parsing, and semantic reasoning
VADER - Rule-based Model for Sentiment
Analysis of Social Media Text
www.nltk.org
Natural Language Toolkit - NLTK

13. Elasticsearch & Kibana
Open-source search and
analytics engine
Schema free with a developer
friendly RESTful API
Kibana integrates with
Elasticsearch for in-browser
visualizations
POST /movie_db/_search
{
"query": {
"match": {"description": "hacking"}
},
"aggs": {
"genre": {"terms": {"field": "genre“}}
}
}

14. Amazon Elasticsearch Service (ES)
Managed service to deploy, operate and
scale Elasticsearch on AWS
Scales for data size and throughput
Integration with AWS IAM, Cloudtrail, and
CloudWatch access control, auditing,
and monitoring
Integrates Kibana for in-browser
visualizations
Amazon
Elasticsearch
Service

15. Amazon DynamoDB
Amazon
DynamoDB
table
items
attributes
Fast and flexible NoSQL database
service
No storage or throughput limits
Consistent, single-digit millisecond
latency at any scale
Document and key-value store
models
Replicated across 3 facilities

16. Let’s get started!

17. What does it consist of?
1. Integrate with Facebook Messenger via
webhooks
2. Build a serverless Slack app and
integrate with our operations Slack
channel
3. Build and query a knowledge base
4. Create an NLP AWS Lambda function
5. Real-time Sentiment Analysis
Dashboard

18. Architecture Overview

19. Facebook
AWS Lambda
Slack
Amazon
API
Gateway
Amazon Elasticsearch
Service
Amazon
DynamoDB
Facebook
Graph API
Slack API
Architecture Overview

20. Steps to get started
• Break into a group (max. 2 people), or work solo!
• Open GitHub repository and read through the README
• Launch the AWS SAM CloudFormation stack
• Decide on other extensions you want to build!
• Share your designs with fellow WildRyders!
Workshop available at:
https://github.com/awslabs/serverless-chatbots-workshop

21. Thank you!

22. Remember to complete
your evaluations!