Optimize Call Transfers with Contact Lens for Amazon Connect Using Real-Time AI Insights

More Info

In the realm of contact centers, it’s common for agents to transfer calls, whether due to misrouted inquiries or situations that require escalation. Unfortunately, the initial agent’s notes may not always accompany the transfer, leading to extended hold times and customer frustration as the next agent gathers the necessary context.

With the real-time API from Contact Lens, the transcript of the customer interaction, along with sentiment analysis and categorized insights, can be instantly shared with the receiving agent. This means customers won’t have to repeat their concerns or endure long waits while the new agent gets briefed.

This post illustrates how to leverage the Contact Lens real-time API to ensure that the agent receiving the transfer has immediate access to crucial information, enabling them to assist the customer without unnecessary delays.

Solution Overview

In our previous post, we discussed setting up Contact Lens for Amazon Connect to enable real-time notifications. This entry will guide you through using the new real-time API to fetch conversation transcripts and matched categories during a transfer call, and how to inform the recipient about who is transferring the call and the reason, using the agent whisper feature.

Walkthrough

This example utilizes an AWS CloudFormation template. The template sets up an incoming call flow, queue transfer contact flow, agent whisper contact flow, and a Lambda function that implements the ListRealtimeContactAnalysisSegments API.

High-Level Steps

1. Configure Queues, Routing Profiles, and Users
2. Create and deploy the CloudFormation stack
3. Integrate the Lambda function into your Amazon Connect instance
4. Set up Contact Lens rules within your Amazon Connect instance
5. Link the Quick Connect with your Basic Queue
6. Associate a phone number with the new contact flow
7. Test and validate the solution

Prerequisites

Before beginning this walkthrough, ensure you have:

• An AWS account with administrative privileges
• An Amazon Connect instance
• Basic understanding of Amazon Connect, AWS CloudFormation, and AWS Lambda

Step-by-Step Instructions

For detailed setup, refer to the Amazon Connect Administration Guide, AWS CloudFormation User Guide, and AWS Lambda User Guide.

Configuring Queues, Routing Profiles, and Users

1. Log into your Amazon Connect contact center.
2. Amazon Connect automatically creates a default BasicQueue; if you want, you can rename it or create a new queue.
3. Note the ARN of the BasicQueue by clicking on ‘Show additional queue information.’
4. Create an additional queue, named FraudQueue, for call transfers.
5. Ensure you have a routing profile named Basic Routing Profile with the BasicQueue assigned to it; if not, create one.
6. Create a second routing profile, Fraud Routing Profile, and add the FraudQueue to it.
7. Note the ARN of the FraudQueue as well.
8. Create two users for testing: the first user, referred to as “primary agent,” should have the Basic Routing Profile, while the second user, “secondary agent,” should have the Fraud Routing Profile.

To dive deeper into this topic, you might find this blog post insightful.

Create and Deploy the CloudFormation Stack

1. Choose the button to deploy the code in your preferred region (e.g., US East (North Virginia)).
2. Enter the Amazon Connect instance ID and the ARNs for the BasicQueue and FraudQueue.
3. Follow the prompts to create the stack and wait for confirmation of completion.

Add the Lambda Function to Your Amazon Connect Instance

1. Go to the Resource tab of the newly created CloudFormation stack and find the Lambda function with getRealTimeCallAnalytics in its name.
2. Integrate this Lambda function into your Amazon Connect instance.

Configure Contact Lens Rules in Your Amazon Connect Instance

1. In your Amazon Connect instance user interface, navigate to Rules.
2. Create a rule named “Fraud” for real-time analysis, including phrases like “I do not recognize this transaction.”
3. Ensure the rule type is set for real-time analysis with the logic focused on customer mentions.

Associate the Quick Connect with Your Basic Queue

1. In the navigation menu, go to Routing, then Queues.
2. Select BasicQueue and associate it with the newly created Quick Connect.

Link a Phone Number to the New Contact Flow

1. Navigate to Routing and then Phone Numbers.
2. Claim a phone number if needed, or connect an existing number to the contact flow named contact-lens-real-time-blog-CLRT-Contact-Flow.

Test and Validate the Solution

To validate, log in both users into your instance, making sure their states are available. Dial the assigned phone number, ensuring the interaction mimics a real call scenario.

For further reading, consider checking out this excellent resource that can help you navigate onboarding with Amazon.

Conclusion

By implementing the Contact Lens real-time API for Amazon Connect, you can significantly enhance the efficiency of call transfers, ensuring customers have a seamless experience without the frustration of repeating their concerns.