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Is there any way to detect the human voice in Amazon Lex?

0

I have a scenario where I am making an outbound call using Amazon Connect StartOutboundVoiceContact API. This outbound call hits another contact flow which is an inbound contact flow. Is there any chance to detect, when the call is picked up by the agent? Or how can I detect the human voice in the contact flow so, then I can transfer the call to my agent. Actually, I want to start an outbound call, when it hits another contact flow and this call will then placed to the queue, so when the agent picks up the call then I transfer this call to my agent. Is there any possibility to detect this? If yes, then please guide?

Edited** I want to make an outbound call in which AWS Lex is configured in the contact flow. The outbound destination number also configured with a third party (or any other IVR) that asks some question from us like what is your tax id, what is your name, etc, etc. So, I want to answer all these questions with the help of Lex bot, where I have already configured required intents. So, the bot will answer these question and then third party IVR transfers the call to their agent. I want to know that when their agent picks up the call then our call should be routed to our agent not before. We don't want to wait in the queue. That's why I am asking for human voice detection so we can implement it in our use case. Any other solution will be highly appreciated.

  • Magda
    a year ago

    Can you please provide the details of actual the use case rather than a solution? An outbound call placed via API will trigger a contact flow as soon as it's answered by the recipient, so if your destination is another Amazon Connect instance flow there will actually be two contact flows executed at the same time. What are you trying to do? Why are you calling another Connect instance? Also, are you using the outbound campaign or simply call the API from a web page or a job/service?

  • AWS-User-8471608
    a year ago

    @Magda, the question is updated, If you are still not getting this, please let me know. I think you will get this now easily.

Topics
Application IntegrationBusiness ApplicationsMachine Learning & AI
Tags
Amazon ConnectAmazon LexSpeech Recognition
Language
English
AWS-User-8471608
asked a year ago346 views
2 Answers
0

A workaround for this is to put the call into a queue as a callback. Since Connect callback is agent first, you will always secure the agent first than the requested caller.

Another way is after the bot collected all the info, create a task to be routed, the instruction on the Task is for the agent to call the customer that left all the info.

profile pictureAWS
ClarenceChoi
answered a year ago
  • AWS-User-8471608
    a year ago

    Actually, my scenario is opposite. We are the callers that start outbound call, we have a responding bot that answers to those question that are asked by some company's bot. So, your solution would work for the company not for us who are starting the outbound call. We have control on the first IVR (or contact flow) not on the second IVR. If you still need more information then please ask.

0

This is a very interesting use case you are trying to solve for, I wonder what real life use case you would apply this to. We do not have any way to detect "human" voice today to solve for your use case. You can build an integration that leverages a control backplane, but it will be complex and not easy to support operationally.

AWS
Magda
answered a year ago

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