Customer case
Automating call management and equipment tracking with Amazon Connect, AWS Lambda and Hasura
The Challenge
The customer required an automated and scalable solution to efficiently handle customer service requests for medical equipment pickups, reducing the burden on their support team. Their previous manual process led to inefficiencies, delayed responses, and inaccuracies in tracking serial numbers and customer interactions. The customer faced growing challenges in managing customer service interactions for medical equipment pickups. Their process relied on manual call tracking and data entry, which could lead to:
- Mistakes when recording and verifying equipment serial numbers
- Slow response times for customer requests
- Inconsistent record-keeping, making it harder to track interactions
- A lack of integration between phone systems and equipment databases
- Difficulty handling higher call volumes, especially during busy periods
- No automated way to manage failures, leading to delays and frustration
As demand increased, these issues made it harder to provide a smooth and reliable experience for customers, creating inefficiencies and adding strain on their support team.
Why Elastic Move
Elastic Move was chosen for our proven expertise in Amazon Connect implementations and our leadership in applying Generative AI to customer service solutions. As an AWS Advanced Consulting Partner, we specialize in building intelligent, cloud-native platforms that automate complex workflows and enhance customer engagement.
Our deep knowledge of Amazon Connect, combined with cutting-edge AI integration, allows us to deliver seamless, scalable solutions that optimize call management, streamline operations, and unlock new insights from customer interactions.
- 15+ years of experience of AWS
- Certified Amazon Connect experts
- Amazon Connect Delivery Partner
Solution
Elastic Move designed and implemented a serverless solution using:
- AWS Lambda to process call interactions in real-time.
- Amazon Lex to recognize customer utterances and extract key intents.
- Hasura GraphQL API to manage structured data transactions.
- Amazon CloudWatch Logs for logging and monitoring call transcripts.
- Custom serverless components to extract, validate, and verify equipment serial numbers against inventory databases.
- Retry mechanisms to ensure API reliability and fault tolerance.
The solution automatically reduces wait times and improves the overall experience by process call transcripts, and retrieve validated serial numbers.
Result
- 75% reduction in manual data entry errors.
- Faster call processing, reducing response times from minutes to seconds.
- Enhanced customer experience with accurate and timely information.
- Improved reliability through automated retries and logging mechanisms.
AI-driven insights using Amazon Lex to analyze customer speech and provide structured responses.
The Benefits
- Scalability: Serverless architecture allows seamless scaling based on demand.
- Accuracy: Automated serial number validation ensures data integrity.
- Reliability: Built-in retry logic reduces API failures and ensures consistency.
- Efficiency: Eliminates manual intervention, reducing operational overhead.
- AI-Powered Insights: Amazon Lex improves customer interaction processing, enabling smarter automation.
This solution demonstrates how Amazon Connect and serverless AWS services can transform healthcare operations, improving efficiency while enhancing patient and provider experiences.