Alscient 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 sign-off of the design, a story map was created which demonstrated the end-to-end caller journey. The solution was based on Amazon Connect, Amazon Lex and supporting services. DTMF input was received through the IVR for card payment details, with the details being encrypted within the call logs and DTMF tone masking taking place on the final call recording. A Lex bot and a series of Lambdas were used to provide the virtual assistant. Hundreds of utterances were matched to each intent and a confidence score was used to assist with intent matching. In all over 25 different intents were created with a redirection being made in the contact flow depending on if the caller had already been through ID&V or not. CloudWatch Dashboards and a series of CloudWatch alarms were used to provide operational metrics on the AWS services which were in use. DynamoDB was used in support of providing different responses based on the enquiry type. S3 was also 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 make callouts to our client’s other systems in response to the intent action.
Following completion of build, the solution was system tested and then migrated across to a UAT environment where our client performed their own testing of the solution. After completion of User Acceptance Testing (UAT) the solution was then promoted to pre-production and then following sign-off through to live.