Covid Symptom Reporting using Amazon Connect, Lex and Lambda (High Level View)

Amazon Connect

Amazon Connect makes it easy for you to set up and manage a customer contact center and provide reliable customer engagement at any scale. With Amazon Connect you can deploy a customer contact center with just a few clicks in the AWS management console, on-board agents from anywhere, and quickly begin to engage with your customers.

Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, task management, powerful real-time and historical analytics, and intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs.

After creating a contact flow on connect, you can set up a phone number which customers will use to interact with our applications or our agents for support.

For this use case, we are setting up a covid symptom reporting through which users can call to report their status or ask for information related to Covid.

When user calls they are linked to the contact flow which proposes the different options available for them select what they are interested in.

If the users wants to report their covid status, they select 1 on their phone and they will be taken to the status reporting flow.

As shown in the figure above, Amazon Lex enables us to create a chatbot which we can link to our contact flow in connect.

Lex is backed by a lambda function which performs all the necessary processing and can also interact with an API hosted on premises or at any other server. After the processing is done, a successful message is returned to the user who can hangup or ask for other information.

This post is a high level view of what is possible with amazon connect; in futur posts more details will be provided on how to create a contact flow, how to create a queue in a contact flow, how to create a bot in amazon lex and link to connect and how to create a lambda function to process requests from Lex.