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AI Contact Centre Walkthrough

Step-by-step guide to a working AI council reception. Dial a real UK number, use the in-browser photo upload simulator, take a safeguarding call from a separate phone, edit the contact flow live, and run an Italian multi-intent demo.

Try the AI Contact Centre (Council Reception)

46 minutes to dial a real council, send a photo, take an agent call, edit the flow live, hear it answer in Italian, and stress-test the chat with prompt injection

Eight hands-on demos that move from a single happy-path bin call to live flow editing, multilingual triage, and a thirty-question stress test of what the bot will and won't answer.
No technical knowledge required for the first three steps

Steps 1, 2, 3, 6 and 7 only need a phone (or a microphone) and the companion web app open in your browser. Steps 4 and 5 take you into the AWS Connect console. Perfect for council CIOs, customer services directors, contact centre managers, and anyone evaluating AI for resident-facing services.

Your sandbox provisions a full Amazon Connect contact centre with a real UK phone number you call from your own mobile or landline. It includes a Lex bot in six locales (en, it, fr, de, es, pl), a Bedrock Knowledge Base with Guardrails, a multi-intent decomposer, multimodal photo description, Connect Cases, Customer Profiles, and Contact Lens with PII redaction. A companion web app lets you watch the live transcript, the case being built, and the photo upload simulator side by side.

What you'll do

In this 46-minute walkthrough, you'll:

  1. Bin collection by phone, dial the real UK number and hear the bot read back a reference number (5 minutes)
  2. Multichannel: fly-tip on the phone, photo via the simulator, the line stays open while you upload a photo, then the bot reads back a single sentence linking call and photo to one case (6 minutes)
  3. Call via browser, no phone needed, click a button, talk through your laptop microphone (4 minutes)
  4. Agent workspace and a safeguarding hand-take, mark yourself Available, take a call from a separate phone, watch the safeguarding flag flip live (7 minutes)
  5. Edit the contact flow greeting in the GUI, change the bot's opening line, save, dial in to hear the difference (5 minutes)
  6. Multi-intent distressed call, play a layered script that mentions five issues; the bot triages the top four (6 minutes)
  7. Italian multi-intent, hear Lex transcribe Italian and Bianca answer in Italian (5 minutes)
  8. Explore the chat, push thirty plus questions through the chat box and see what the knowledge base answers, what gets referred to a human, and how Bedrock Guardrails block prompt injection (8 minutes)

Before you start

Important You must have already requested the AI Contact Centre scenario via NDX:Try and enabled Bedrock model access for amazon.titan-embed-text-v2:0 and amazon.nova-pro-v1:0.

Deploy the AI Contact Centre scenario if you haven't already. Deployment takes 30 to 60 minutes; Bedrock Knowledge Base ingestion is the long pole.

What you'll need

  • A working phone (mobile or landline) for steps 1, 2, 5, 6 and 7.
  • For step 3: a working microphone in your browser (built-in laptop mic is fine).
  • For step 4: two devices. Your laptop runs the agent workspace; your mobile dials in. Calling from the same device that runs the workspace gives feedback loops and broken audio.
  • For steps 6 and 7: speakers on your computer so the audio recordings can play through to the phone you're holding next to them, or you can read the script live.

What you'll learn

For service managers

  • How residents would experience an AI-led reception line
  • How the bot handles distressed callers raising several issues at once
  • How a single case captures voice, chat, and photo together
  • How sentiment and safeguarding signals route the right callers to a human
  • How quickly a non-developer can change the bot's words

For technical staff

  • Amazon Connect with a real UK phone number, Lex v2, and Bedrock
  • Multi-intent decomposition with Bedrock Nova Pro
  • Multimodal photo description with Bedrock Nova Pro vision
  • Chime SDK web calling bridged into a Connect contact flow
  • Connect Cases, Customer Profiles, cross-channel case unification
  • Contact Lens with PII redaction at the Connect instance level
  • Live editing of contact flows in the Connect console
  • Multi-locale Lex with dynamic locale selection per contact
Start walkthrough

Takes approximately 46 minutes

Need help?

If you're stuck, check the troubleshooting section or contact us.

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