We addressed these requirements in a phased approach. We initially captured the full set of requirements for the solution and provided a high-level design which described how the solution would work. Following approval of the design, the solution was built in a development environment.
The solution made use of Amazon Connect with DTMF input being received to capture authentication and meter read details. A Lex bot was used to assist with call routing. S3 was used to store the call recordings and Polly was used to provide text-to-speech prompts within the call flow. Additionally, Lambda’s were used within the call flows to call exposed web services to authenticate the customer and to accept meter read requests. A CloudWatch dashboard was also created along with a series of alarms to provide operational alerting capabilities. Key authentication details for the web services were also maintained in Secrets Manager.
Following completion of build the solution was system tested and then migrated across to the UAT environment where So Energy performed their own testing of the solution. After completion of UAT the solution was then put live.