Voice
Amazon Connect
Flow Overview
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Inbound Call Handling
- Customer calls are routed via Amazon Connect, AWS’s cloud-based contact center service.
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Event Processing
- AWS Lambda processes the incoming call data and writes call attributes to Amazon DynamoDB, a fast, flexible NoSQL database.
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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.