In our daily conversations, we come across new words or terms that we may not know. Perhaps these are related to a new domain that we’re just getting familiar with, and we pick these up as we understand more about the domain. For example, home loan terminology (“curtailment”), shortened words, (“refi”, “comps”), and acronyms (“HELOC”) are likely new to first-time home buyers. Similarly, brand names can be tricky when you first hear of them. For example, with the sentence “I’d like to get a Cyetus 7601”, unless you’re a coffee aficionado, you may not realize the speaker is talking about a coffee machine brand. Some of these words may not be even present in the dictionary. Once we understand their usage, meaning, and spelling, they become part of our vocabulary so we can have effective conversations.
Similarly, bots have to understand and add such words to their vocabulary. Starting today, you can give Amazon Lex additional information about how to process speech input by creating a custom vocabulary. You can create a list with domain-specific words or brand names for improved speech recognition and end-user experience.
In this post, we review the custom vocabulary capability and use it for home loan customer service transactions and queries.
Overview of the custom vocabulary capability
You define the custom vocabulary for a language in the bot. In this case, we add brand names and domain-specific words and phrases in English (GB). The bot uses these phrases for transcription of speech input when it’s trying to understand the user’s request (or intent classification). You can also augment the custom vocabulary with information you have to collect (or slot elicitation) by configuring a setting on the slot type. You can specify the degree of boosting for each word or phrase by configuring a weight of 1, 2, or 3. We recommend you try out different weights. Words that are usually difficult to recognize or pronounce should have a higher weight.
The following is an example conversation with our bot:
Virtual Agent: Welcome to ACME bank. How can I help you?
Caller: Do you offer CapitaRise loans?
Virtual Agent: We offer CapitaRise loans for personal purposes. Do you want to get an application started?
Caller: No, thanks.
Virtual Agent: Is there anything else I can help you with today?
Caller: How about your viide rates?
Virtual Agent: For refinancing, we offer 4.5% with no closing costs for a 30 years fixed. Other information you might be interested in?
Caller: Yes, how about SBA?
Virtual Agent: We offer a variety of small business admin loans. You can find more information on our website. Anything else I can do for you?
Caller: I would like to do a payment on my HELOC.
Virtual Agent: To proceed with a payment, what is the account ID?
Helistaja: 1234
Virtual Agent: Thanks. What’s the payment amount?
Helistaja: 120
Virtual Agent: Thank you. The payment should be processed within 1 to 2 business days. Anything else I can help you with?
Caller: No, that’s it.
Virtual Agent: Thank you. Have a great day.
Lahenduse ülevaade
Vaatame üle lahenduse üldise arhitektuuri (vt järgmist diagrammi):
- Kasutame Amazon Lexi robotit, mis on integreeritud Amazon Connect contact flow to deliver the conversational experience
- We define the custom vocabulary for the English (GB) language by adding words such as “CapitaRise,” “HELOC,” and “refi”, along with weights
- After the caller is authenticated, the control is passed to the bot to perform transactions (for example, to process payment)
The custom vocabulary file is a tab-separated list of values that contain the phrase to recognize and a weight to give the boost. Phrases with a higher boost value are more likely to be used when they appear in the audio input.
Juurutage Amazon Lex bot näidis
To create the sample bot and configure the kohandatud sõnavara, perform the following steps. This creates an Amazon Lex bot calledFinanceBot
, with intents PersonalLoan
, BusinessLoan
, InterestRateRefinancing
, InterestRateCredit
, Payment
, Welcome
ja Goodbye
, as well as two slot types (accountNumber
ja confirmationSlot
).
- Lae alla Amazon Lex bot.
- Amazon Lex konsoolil valige Meetmete, Import.
- Choose the file FinanceBot.zip file that you downloaded, and choose Import.
- aasta IAM Permissions jaotis, jaoks Kestuslik roll, vali Looge uus roll Amazon Lexi põhiõigustega.
- On the Amazon Lex console, navigate to the bot
FinanceBot
. - Download the .zip file with the phrases that you want to add to the custom vocabulary.
- On the bot detail page, in the Lisa keeli Valige jaotises View languages.
- From the list of languages, choose Inglise (GB).
- aasta Kohandatud sõnavara Valige jaotises Import.
- Browse to the file to import, enter a password if necessary, and then choose Import.
- Vali Ehitama.
- Laadige alla tugi AWS Lambda code.
- Looge Lambda-konsoolil uus funktsioon ja valige Autor nullist.
- eest Funktsiooni nimisisenema
FinanceBotEnglish
. - eest Runtime, vali Python 3.8.
- Vali Loo funktsioon.
- aasta Lähtekood sektsioon, avatud
lambda_function.py
ja kustutage olemasolev kood. - Download the code and open it in a text editor.
- Copy and paste the code into the empty lambda_function.py tab.
- Vali juurutada.
- On the Amazon Lex console, and open
FinanceBot
. - Vali Deployment ja siis varjunimed, millele järgneb
TestBotAlias
. - Kohta varjunimed lehel Keeled jaotisesse navigeerige Inglise (GB).
- eest allikasvalige
FinanceBotEnglish
. - eest Lambda versioon või varjunimi, sisenema
$LATEST
. - Amazon Connecti konsoolil valige Kontaktvood.
- Lae alla kontakti voog integreerida Amazon Lexi robotiga.
- Valige jaotises Amazon Lex oma Amazon Lex bot ja tehke see Amazon Connecti kontaktivoogudes kasutamiseks kättesaadavaks.
- Valige kontaktivoog, et see rakendusse laadida.
- Veenduge, et õige bot on konfigureeritud plokis „Kliendi sisendi hankimine”.
- Valige järjekord plokis "Määra tööjärjekord".
- Lisage kontaktide voogu telefoninumber.
- Testige IVR-i voogu, helistades telefoninumbril.
Testige lahendust
You can call in to the Amazon Connect phone number and interact with the bot.
Järeldus
Custom vocabulary enables improved recognition of domain-specific words and brand names for speech modality. You can easily define the custom vocabulary for your Amazon Lex bot and augment it to the bot definition. With improved recognition, you can enable more effective conversations across a broader set of use cases. You can configure custom vocabulary using the Amazon Lex V2 console or via the API. The capability is available for English (US) and English (GB) in all AWS-i piirkonnad where Amazon Lex operates. To learn more, refer to custom vocabulary dokumentatsioon.
Autoritest
Kai Loreck on professionaalsete teenuste Amazon Connect konsultant. Ta tegeleb skaleeritavate kliendikogemuse lahenduste kavandamise ja juurutamisega. Vabal ajal võib teda kohata sportimas, lumelauaga sõitmas või mägedes matkamas.
Anubhav Mishra on AWS-i tootejuht. Ta veedab aega klientide mõistmiseks ja tootekogemuste kujundamiseks, et tulla toime nende äriprobleemidega.
Mebz Qazi is a Senior Consultant working on global projects for AWS. He very much enjoys working on technological innovation in natural language and AI/ML.
Sravan Bodapati on AWS Lexi rakendusteaduste juht. Ta keskendub tipptasemel tehisintellekti ja masinõppe lahenduste loomisele AWS-i klientidele ASR- ja NLP-ruumis. Vabal ajal meeldib talle matkata, majandust õppida, telesaateid vaadata ja perega aega veeta.
- Münditark. Euroopa parim Bitcoini ja krüptobörs.
- Platoblockchain. Web3 metaversiooni intelligentsus. Täiustatud teadmised. TASUTA PÄÄS.
- CryptoHawk. Altcoini radar. Tasuta prooviversioon.
- Source: https://aws.amazon.com/blogs/machine-learning/use-custom-vocabulary-in-amazon-lex-to-enhance-speech-recognition/
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