Background
A federal government agency needed assistance bringing their contact center technology forward to better support their global help desk. The agency’s service center handles many distinct products, each with a specialized routing queue. Their existing solution, while effective, was encumbered by a linear menu structure that made it time-consuming for callers to get help on a specific product.
Solution
The agency contacted INI to assist with migrating their service center application to Amazon Connect. INI engineers implemented a new Intelligent Routing solution which leverages the Amazon Lex intent recognition engine. Now, instead of navigating multiple menu tiers, callers can simply speak the specific product they need help with and get instantly routed to the correct help desk queue. AWS Services were used to create Lex Bots to handle caller inquiries, and database integrations were developed via Amazon Dynamo DB and Lambda functions. All existing telephony functionality–such as agent desktop, screen pop, whisper transfer, and estimated wait time–was brought forward into the Amazon Connect solution.
Results
Callers to the global help desk can now enjoy an improved customer experience that includes shorter call times, increased first-call resolution, and a more natural user interface. Service center agents also benefit from the greater routing accuracy, requiring fewer agent-to-agent transfers. Most importantly, user frustration has been reduced, leading to happier callers and agents.