End of support notice: On September 15, 2025, AWS will discontinue support for Amazon Lex V1. After September 15, 2025, you will no longer be able to access the Amazon Lex V1 console or Amazon Lex V1 resources. If you are using Amazon Lex V2, refer to the Amazon Lex V2 guide instead. .
Step 3: Add a Custom and Built-in Intent
An intent represents an action that the call center agent wants the bot to perform. In this case, the agent wants the bot to suggest responses and helpful resources based on the agent's conversation with the customer.
Amazon Lex has two types of intents: custom intents and built-in intents.
AMAZON.KendraSearchIntent is a built-in intent. The bot uses the
AMAZON.KendraSearchIntent intent to query the index and display the
responses suggested by Amazon Kendra.
The bot in this example doesn't need a custom intent. However, to build the bot, you
must create at least one custom intent with at least one sample utterance. This intent
is required only to build your agent assistant bot. It doesn’t perform any other
function. The utterance for the intent must not answer any of the questions that the
customer might ask. This ensures that the AMAZON.KendraSearchIntent is
called to answer customer queries. For more information, see AMAZON.KendraSearchIntent.
To create the required custom intent
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On the Getting started with your bot page, choose Create intent.
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For Add intent, choose Create intent.
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In the Create intent dialog box, enter a descriptive name for the intent, such as
RequiredIntent. -
For Sample utterances, enter a descriptive utterance, such as
Required utterance. -
Choose Save intent.
To add the AMAZON.KendraSearchIntent intent and response message
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In the navigation pane, choose the plus sign (+) next to Intents.
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Choose Search existing intents.
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In the Search intents box, enter
AMAZON.KendraSearchIntent, then choose it from the list. -
Give the intent a descriptive name, such as
AgentAssistSearchIntent, then choose Add. -
In the intent editor, choose Amazon Kendra query to open the query options.
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Choose the index that you want the intent to search,
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In the Response section, add the following three messages to a message group.
I found an answer for the customer query: ((x-amz-lex:kendra-search-response-question_answer-question-1)) and the answer is ((x-amz-lex:kendra-search-response-question_answer-answer-1)). I found an excerpt from a helpful document: ((x-amz-lex:kendra-search-response-document-1)). I think this answer will help the customer: ((x-amz-lex:kendra-search-response-answer-1)). -
Choose Save intent.
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Choose Build to build the bot.
Next step
