Overview
Any organization that uses Amazon Connect dial-in number for its end consumer facing support operations, can now integrate securely with U-Assist. All end consumers can pick up the phone and dial the regular support number. Amazon Connect provides access to the real-time audio stream using Kinesis Video Streams (KVS). It also has an Agent event stream that is published into a Kinesis stream (Agent Event Stream). When an Agent CONNECT event is detected, the audio streaming is started into the Audio Connector. The audio connector picks up the audio stream and the usual processing pipeline is triggered, ultimately enabling the Agent Desktop with Transcription, Alerts, summaries, etc.
Connect provides access to real-time audio stream using Kinesis Video Streams (KVS). Connect also has an Agent event stream that is published into a Kinesis stream (Agent Event Stream). We tap into these two streams and when we detect an Agent CONNECT event, we start streaming the audio into the Audio Connector. The audio connector picks up the audio stream and the usual processing pipeline is triggered, ultimately enabling the Agent Desktop with Transcription, Alerts, summaries, etc.