Background
Client: A small-sized Online Education portal.
Location: USA
Objective: To automate note-taking and session management during customer calls using
Amazon Connect, Amazon Lex, DTMF (Dual-Tone Multi-Frequency), and AWS Lambda.
Solution Overview
Agent Less Call Center solution where all customer handling was done on IVR.
The solution focused on two main functions:
- Session Clock Out:
- Data Collection: Use Amazon Lex to interact with users and collect notes. DTMF inputs were also used for capturing specific details.
- Data Processing: Collected information was passed to third-party APIs using AWS Lambda for session clock-out.
- Session Addition:
- Parameter Collection: Use Amazon Lex to gather different parameters for adding a session. DTMF inputs were utilized for additional details.
- Data Processing: Gathered parameters were sent to third-party APIs using AWS Lambda to create new sessions.
Implementation Steps
- Amazon Lex Integration:
- Designed conversational interfaces to gather notes and session details from users.
- Enabled DTMF inputs for capturing specific data points through keypad entries.
- AWS Lambda Functions:
- Developed Lambda functions to process the collected data.
- Integrated Lambda functions with third-party APIs to automate the clock- out and session addition processes.
- Amazon Connect Configuration:
- Configured Amazon Connect to use Amazon Lex and DTMF inputs during customer calls.
- Ensured seamless data flow between Amazon Connect, Amazon Lex, AWS Lambda, and third-party APIs.
Benefits
- Efficiency: Reduced manual effort in note-taking and session management.
- Accuracy: Minimized errors by automating data collection and processing.
- Scalability: Enabled the system to handle an increased number of customer
interactions without additional resources. - Improved Customer Experience: Streamlined processes resulted in quicker and
more accurate responses to customer queries.
Conclusion
The integration of Amazon Connect with Amazon Lex, DTMF, and AWS Lambda provided the
client with a robust solution for automating their call center operations. This implementation
not only enhanced efficiency and accuracy but also significantly improved the overall customer
experience.