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Step 1: Bin collection by phone - AI Contact Centre Walkthrough

Dial the real UK phone number from your sandbox and walk a happy-path bin-collection script

Walkthrough progress

Step 1 of 8 • 5 minutes

Step 1 5 minutes

Bin collection by phone

Dial the real UK number from your own phone, hear the en-GB greeting, walk a happy-path bin-collection script, and watch the bot read back a reference number.

Filter CloudFormation by 'ndx-try-ai-contact-centre' and click into the stack. Status should be CREATE_COMPLETE or UPDATE_COMPLETE before the rest of the walkthrough will work.
The Outputs tab. CompanionUrl is the three-pane web app; ConnectInstanceId is for AWS console live monitoring; PstnNumber (just below the fold here) is the UK number you dial.
Open the companion web app at the CompanionUrl output. The left pane is the live transcript, the middle pane is the case being assembled in Connect Cases, and the right pane is the WhatsApp/iMessage/RCS simulator.
The bot greets the caller, listens to the bin-collection complaint, then asks for a postcode to look up the round.
The bot answers from the Bedrock Knowledge Base. Bin-day rules come straight out of Aldershire's published schedule, with a six-character reference at the end.
Watch Connect Cases assemble live. Customer phone, address, intent category, and the structured intents[] array all populate as the conversation unfolds.

Expected outcome

  • You can find your sandbox's UK phone number in the CloudFormation Outputs
  • You hear an en-GB greeting when you call
  • You can walk a bin-collection script and hear a reference number read back
  • Connect Cases shows a single open case for your phone number

Navigating to CloudFormation

From the AWS Console homepage, find CloudFormation in the "Recently visited" section or by searching for "CloudFormation" in the search bar.

Finding your phone number and companion app URL

  1. Open the CloudFormation console

    Go to CloudFormation console in us-east-1 (N. Virginia) (opens in new tab)

  2. Find your stack

    Look for a stack named ndx-try-ai-contact-centre. The status should be CREATE_COMPLETE or UPDATE_COMPLETE.

    Warning If the status shows CREATE_IN_PROGRESS, the deployment is still running. The AI Contact Centre takes 30 to 60 minutes to deploy because Bedrock Knowledge Base ingestion is the long pole.
  3. Open the Outputs tab

    Click on your stack name, then select the "Outputs" tab. You will see seven output values.

  4. Note these two values

    PstnNumber: the real UK phone number assigned to your sandbox. Dial it from any UK landline or mobile.
    +44 20 4639 8947 (your number will be different)

    CompanionUrl: the CloudFront URL for the three-pane companion web app.
    https://[random-id].cloudfront.net

  5. Open the companion web app

    Click the CompanionUrl link or paste it into a new browser tab. The transcript on the left brightens as soon as you dial; the case in the middle assembles live.

The happy-path script

Dial the number, then say something like:

"Hi, I'm calling about my bin collection. The bin lorry didn't come on Tuesday and there's bags piling up outside number 12 on the close. Can someone please come and clear them?"

As you talk, watch the left pane. Each thing you say arrives as a transcript segment with a sentiment chip and a timestamp. Personal details like your name, address, and phone number are replaced with {NAME}, {ADDRESS}, and {PHONE} placeholders before anything is saved. Contact Lens does this redaction at the Connect instance level.

In the middle pane, a Connect Case appears. Fields fill in live: customer_phone_number, address, intent_category, and intents[]. The bot reads back a six-character reference ("Your reference is ABC-123. Environmental services will be in touch within two working days.") and ends the call.

Need help?

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

Build: 38afc52 (opens in new tab)