We addressed these requirements in a phased approach. Initially captured the full set of requirements for the solution and provided a high-level design which described how the solution would work and the supporting technical architecture. Following sign-off of the design, the solution was rapidly prototyped with customer feedback being received via a series of show and tells. Intelligent routing made use of data dips into Salesforce based on the callers number and also based on DTMF input.
The integrated Salesforce solution was based on Service Cloud Voice which also made use of Amazon Connect, Amazon Lex, AWS Lambda and supporting services. 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. If the accuracy passed a pre-defined threshold the call was linked to a specific intent and the spoken phrase along with the intent matching score were stored against the created Case. Some of the matched intents resulted in calls being routed to internal teams whilst others resulted in the call being directed to external third parties which reduced the number of calls into the contact centre.
A close all lines override was also built into the solution making use of Dynamo DB and Amazon Pinpoint. Joulica was used for real-time reporting to provide a view of inflight calls. S3 was also used to store the call and screen recordings and Polly was used to provide text-to-speech prompts within the call flow.
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 UAT the solution was then promoted to the live environment.