Flow Overview

  1. Inbound Call Handling

    • Customer calls are routed via Amazon Connect, AWS’s cloud-based contact center service.
  2. Event Processing

    • AWS Lambda processes the incoming call data and writes call attributes to Amazon DynamoDB, a fast, flexible NoSQL database.
  3. PolyAI Processing

    • PolyAI retrieves call attributes securely using AWS STS, enabling temporary, secure access to the client’s cloud resources.
    • Attributes are updated during the call lifecycle and stored back in DynamoDB.