Create a custom question and answer chatbot

Publication date: September 2021 (last update: March 2022)

QnABot on AWS is a multi-channel, multi-language conversational interface (chatbot) that responds to your customer’s questions, answers, and feedback. The solution’s content management environment, and contact center integration wizard allow you to set up and customize an environment that provides the following benefits:

• Enhance your customer’s experience by providing personalized tutorials and question and answer support with intelligent multi-part interaction

• Reduce call center wait times by automating customer support workflows

• Implement the latest machine learning technology to create engaging, human-like interactions for chatbots

This guide provides detailed instructions for the following tasks:

• Deploy the QnABot on AWS in your AWS account

• Populate the chatbot with your questions and answers

• Ask questions using voice or text chat

• Ask questions using the latest Amazon Echo devices

• Enrich your answers with images, plaintext, rich text, and SSML

• Support follow-up questions and contextual user journeys

• Support variables and conditional content in your answers

• Test, tune, and troubleshoot the chatbot to minimize the chances of getting wrong answers

• Monitor the solution’s usage and user feedback through a Kibana dashboard

• Integrate the solution with Amazon Kendra to find answers from unstructured documents

• Integrate the solution with Amazon Connect to provide automation for your call center

This implementation guide describes architectural considerations and configuration steps for deploying the QnABot on AWS solution on the Amazon Web Services (AWS) Cloud. It includes links to an AWS CloudFormation template that launches and configures the AWS services required to deploy this solution using AWS best practices for security and availability.

The guide is intended for IT architects, developers, DevOps, data analysts, and marketing technology professionals who have practical experience architecting in the AWS Cloud.