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Healthcare Contact Center

How to empower your contact center with caller data

Wouldn’t your agents rather be answering the phone with some information (even if it is not 100% accurate) about the caller? In other words, answer “Joe Schmoe, Male, 123 Main street, NY, NY, Married” etc?

Thus far, you moved your agents to an Amazon connect contact center. You learnt how to set up your IVR on AWS connect contact center here. You also learnt how to send SMS from AWS Connect Contact center

It really sucks to answer a call blindly (i.e. +11231231234). Wouldn’t your agents rather be answering the phone with some caller information (even if it is not 100% accurate) ? In other words, answer “Joe Schmoe, Male, 123 Main street, NY, NY, Married” etc?

There are MANY ways to solve it. Here’s one.

Recall the first contact flow that a call hits (you created it in one of those previous blog posts)? This one is going to be VERY similar to what you did with stopping robocalls.

Here’s what you are going to do to append caller data

  1. Use EveryoneAPI to identify callers.
  2. Set up a lambda function to call EveryoneAPI and get caller details
  3. Modify the contact flow that your company number is associated with to include a dead simple AWS lambda call.
  4. Based on the result of the Lambda call, you can append caller information and help your contact center.

Get an account on everyoneapi

EveryoneAPI gives you caller data (phone intelligence). It’s pretty affordable and does give decent amount of intelligence about phone numbers. EveryoneAPI returns a pretty extensive JSON like this. So, feel free to use as much data as you want with this.

It gives you a LOT of information – granted it is not always correct, but it is a heck lot better than flying blind.

Set up your lambda function

Head over to AWS lambda and create a function from scratch

Give your function a name – e.g. “getCallerDarta”

On the next step choose some language you know and create a simple function that calls everyoneAPI and returns the caller data (get ALL of it and then filter out what you truly do not want).

You might as well create a new role like you had created before

Next, add all the values you get back from EveryoneAPI

Connect your lambda function to your AWS connect instance

All you have to do is to make sure that your connect instance can use the lambda function.

Go ahead and do the following

In contact flows, use the function you created above.

Then, head over to the contact flow, add an “Invoke AWS Lambda function” node to your contact flow, call the function you created above like this

This lamda function of yours is probably going to return some key and value pair like thus:

{
  "first": "xxxxxx",
  "last": "xxxxx",
  "address": "319 xxxxx St Apt xxx",
  "estimatedIncome": "B",
  "lengthOfResidence": "4",
  "maritalStatus": "S",
  "gender": "M",
  "city": "Brooklyn",
  "state": "NY",
  "zip": "11211",
  "country": "US",
  "timezone": "EDT",
  "linetype": "mobile",
  "linetype_enhanced": "mobile",
  "nuisance_score": 1
}

You can use all these values in your contact flow, and subsequently in your contact flow.

Set contact attributes that you can use later to help your call center agents

At this time, all you have to do is to set a contact attribute with a key of your choice… eg. returnedNuisanceScore.. Or returnedFirstName etc.. 

and then check the contact attribute you set just now… like this

Now you have all this data in the softphone

Add some simple code to your CCP that agents use

First things first – create an S3 bucket to host your softphone code (customized).

After that, you will host a plain and simple web page with bare minimum customizations

You just need the aws-connect.min.js and your customized static HTML. That’s it – go ahead and try it out!

And, you are going to create a screen popup.. (e.g. see here)

So, when a call comes into your call center, all you have to do is to call the lambda function in your contact flow, use the variables that you set with the SetContactAttribute for the contact that’s calling and display those.

Like this

That’s it. 

Keep the following methods in mind and customize as per your agents need.

contact.onIncoming(function(contact) {//add code });

contact.onRefresh(function(contact) {//add code});

contact.onAccepted(function(contact) {//add code});

contact.onEnded(function() {//add code});

contact.onConnected(function() {//add code});

Here’s what you learnt

  1. Used EveryoneAPI to identify callers.
  2. Set up a lambda function to call EveryoneAPI and get caller details
  3. Modified the contact flow that your company number is associated with to include a dead simple AWS lambda call.
  4. Based on the result of the Lambda call, you appended caller information and helped your contact center.

Learn more..

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